Using Sage SalesLogix LAN v7.

5 Contents

Contents
Welcome.......................................................................................... 11
Using Sage SalesLogix LAN v7.5 ................................................................................ 11
Course Objectives ......................................................................................................................... 12
Course Pre-Requisites .................................................................................................................. 12
How to Use the Curriculum............................................................................................................ 12
Document Conventions ................................................................................................................. 13
Related Training ............................................................................................................................ 13
The Training Environment ............................................................................................................. 13

Lesson 1 .......................................................................................... 15
Introduction to SalesLogix........................................................................................... 15
The SalesLogix Environment......................................................................................................... 16
About the SalesLogix Client ....................................................................................................... 16
About the SalesLogix Administrator ........................................................................................... 16
Logging on to SalesLogix ........................................................................................................... 17
The SalesLogix Client Workspace................................................................................................. 19
Using the Nav Bar ...................................................................................................................... 20
Using the Menu Bar.................................................................................................................... 23
Using Shortcut (Right-Click) Menus ........................................................................................... 23
Using the Toolbar ....................................................................................................................... 24
Using the Status Bar .................................................................................................................. 25
SalesLogix Main Views.................................................................................................................. 26
Using the Lookup Bar................................................................................................................. 26
Using List View........................................................................................................................... 28
Using Split View ......................................................................................................................... 28
Using Detail View ....................................................................................................................... 29
SalesLogix Help............................................................................................................................. 32
Launching Help .......................................................................................................................... 32
Using Help .................................................................................................................................. 32

Lesson 2 .......................................................................................... 35
Accounts and Contacts ................................................................................................ 35
Account Ownership and User Security.......................................................................................... 36
Understanding Your User Profile ............................................................................................... 36
Understanding Account Ownership............................................................................................ 37

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Changing Account Ownership.................................................................................................... 37

Understanding User Security ..................................................................................................... 38
Account and Contact Management ............................................................................................... 39
Using Personal Contacts............................................................................................................ 39
Adding a New Contact/Account ................................................................................................. 40
Associating Contacts and Accounts........................................................................................... 46
Moving a Contact to another Account ........................................................................................ 49
Deleting an Account or Contact ................................................................................................. 50

Sales

Lesson 3 .......................................................................................... 57
Leads.............................................................................................................................. 57
Lead Acquisition ............................................................................................................................ 58
Preparing an Import List ............................................................................................................. 58
Importing a List........................................................................................................................... 59
Manually Adding a Lead............................................................................................................. 64
Lead Qualification .......................................................................................................................... 67
About Lead Qualification ............................................................................................................ 67
Using Qualification Criteria......................................................................................................... 67
Changing Qualification Criteria................................................................................................... 68
Deleting a Lead .......................................................................................................................... 68
Lead Conversion............................................................................................................................ 71
Checking For Potential Matches ................................................................................................ 71

Lesson 4 .......................................................................................... 77
Opportunities................................................................................................................. 77
Opportunity Management .............................................................................................................. 78
Adding a New Opportunity ......................................................................................................... 79
Updating an Opportunity ............................................................................................................ 86
Closing an Opportunity............................................................................................................... 90
Opportunity Statistics..................................................................................................................... 94
Viewing Opportunity Statistics.................................................................................................... 94
Exporting a Group to Excel ........................................................................................................ 95
Generating Opportunity Reports ................................................................................................ 95
Opportunity Options....................................................................................................................... 97
Changing Opportunity Defaults .................................................................................................. 97
Using Multi-Currency.................................................................................................................. 98
Sales Processes ............................................................................................................................ 99
Attaching a Sales Process to an Opportunity............................................................................. 99
Using Stages and Steps............................................................................................................. 99

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Lesson 5 ........................................................................................ 103

Dashboards ................................................................................................................. 103
Sales Dashboard ......................................................................................................................... 104
Using the Schedule/Activities Area .......................................................................................... 105
Using Content Sets .................................................................................................................. 106
Using Analysis Views ............................................................................................................... 114
Dashboard Options...................................................................................................................... 120

Workshop 1 ................................................................................... 123

Sales............................................................................................................................. 123

Service and Support

Lesson 6 ........................................................................................ 127

Tickets.......................................................................................................................... 127
Ticket Uses .................................................................................................................................. 128
Ticket Management ..................................................................................................................... 129
Creating a Ticket ...................................................................................................................... 130
Associating a Serial Number .................................................................................................... 132
Associating a Contract ............................................................................................................. 132
Tracking Time for a Ticket—Punching In and Out ................................................................... 133
Changing the Ticket Status ...................................................................................................... 133
Entering a Ticket Description ................................................................................................... 134
Finding a Resolution for a Ticket.............................................................................................. 134
Assigning a Ticket to another User .......................................................................................... 142
Creating a Ticket Activity.......................................................................................................... 148
Adding Ticket Activity Parts...................................................................................................... 148
Viewing the Ticket Audit Trail ................................................................................................... 149
Closing a Ticket........................................................................................................................ 149
Configuration Options.................................................................................................................. 152
Managing Customer Service Defaults...................................................................................... 152
Managing Customer Service Options ...................................................................................... 153

Lesson 7 ........................................................................................ 157

Contracts ..................................................................................................................... 157
Contract Management ................................................................................................................. 158
Creating a Contract .................................................................................................................. 159
Choosing a Contract Type........................................................................................................ 160
Activating a Contract ................................................................................................................ 160
Associating Covered Assets..................................................................................................... 161
Monitoring Contract Usage....................................................................................................... 165
Inactivating a Contract.............................................................................................................. 166
Deleting a Contract................................................................................................................... 166

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Lesson 8 ........................................................................................ 171

Returns......................................................................................................................... 171
Return Management.................................................................................................................... 172
Creating a Return ..................................................................................................................... 173
Assigning a Return to another User ......................................................................................... 175
Changing the Status for a Return............................................................................................. 175
Monitoring Returned Assets ..................................................................................................... 178
Monitoring Shipped Assets....................................................................................................... 178

Lesson 9 ........................................................................................ 185

Defects ......................................................................................................................... 185
Defect Uses ................................................................................................................................. 186
Defect Management .................................................................................................................... 187
Creating a Defect ..................................................................................................................... 188
Changing the Status for a Defect ............................................................................................. 190
Entering a Defect Description................................................................................................... 190
Finding a Resolution for a Defect............................................................................................. 190
Assigning a Defect to another User ......................................................................................... 191
Adding a Defect Task ............................................................................................................... 194
Associating a Defect with a Ticket or a Return ........................................................................ 194
Associating a Defect with a Product......................................................................................... 194
Viewing the Defect Audit Trail .................................................................................................. 195
Closing a Defect ....................................................................................................................... 195

Workshop 2 ................................................................................... 201

Customer Service and Support ................................................................................. 201

Marketing

Lesson 10 ...................................................................................... 205

Campaigns................................................................................................................... 205
Campaign Management .............................................................................................................. 206
Adding a Campaign.................................................................................................................. 207
Completing Tasks..................................................................................................................... 214
Launching a Campaign ............................................................................................................ 216
Editing a Campaign .................................................................................................................. 216
Deleting a Campaign................................................................................................................ 216
Tracking Responses and Campaign Success ......................................................................... 218
Marketing Services ...................................................................................................................... 222
Connecting to Marketing Services ........................................................................................... 223
Launching an E-mail Target List .............................................................................................. 224
Creating an E-mail Newsletter.................................................................................................. 230
Viewing Responses.................................................................................................................. 241

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Workshop 3 ................................................................................... 245

Marketing ..................................................................................................................... 245

Core Features

Lesson 11 ...................................................................................... 249

Calendar and Activities .............................................................................................. 249
The SalesLogix Calendar ............................................................................................................ 250
Navigating the Calendar........................................................................................................... 251
Printing a Calendar Report....................................................................................................... 251
Viewing another User’s Calendar............................................................................................. 252
Configuring the Calendar View................................................................................................. 255
Using Your Outlook Calendar................................................................................................... 255
SalesLogix Activities.................................................................................................................... 256
Scheduling Activities ................................................................................................................ 256
Using Confirmations ................................................................................................................. 261
Using Advanced Outlook Integration with Activities ................................................................. 264
Tracking Activities .................................................................................................................... 266
Completing Activities ................................................................................................................ 267
Scheduling Events.................................................................................................................... 271
Scheduling Literature Requests ............................................................................................... 272
Fulfilling Literature Requests.................................................................................................... 272
Changing Activity Options ........................................................................................................ 276

Lesson 12 ...................................................................................... 279

Notes, Attachments, and Library Items .................................................................... 279
Notes ........................................................................................................................................... 280
Using the Notes and Notes/History Tabs ................................................................................. 280
Adding a Note........................................................................................................................... 281
Editing a Note ........................................................................................................................... 284
Deleting a Note......................................................................................................................... 284
Using the Activity Notepad ....................................................................................................... 285
Attachments................................................................................................................................. 288
Network and Remote User Differences.................................................................................... 288
Adding an Attachment .............................................................................................................. 288
Editing an Attachment .............................................................................................................. 290
Deleting an Attachment ............................................................................................................ 290
Library Items ................................................................................................................................ 291
Network and Remote User Differences.................................................................................... 291
Viewing a Library Item.............................................................................................................. 291
Sending a Library Item through E-mail..................................................................................... 291

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Lesson 13 ...................................................................................... 293

E-mail ........................................................................................................................... 293
SalesLogix and E-mail................................................................................................................. 294
Configuring E-mail Options ...................................................................................................... 294
Sending E-mail from SalesLogix .............................................................................................. 296
SalesLogix and Outlook Integration ......................................................................................... 297
Logging on to Outlook .............................................................................................................. 297
Using Standard Integration Features ....................................................................................... 297
SalesLogix Links.......................................................................................................................... 301
Copying a Link to the Clipboard ............................................................................................... 301
Considerations for Copying Links ............................................................................................ 301

Lesson 14 ...................................................................................... 307

Lookups and Groups .................................................................................................. 307
Lookups ....................................................................................................................................... 308
Using Predefined Lookups ....................................................................................................... 309
Using Advanced Lookups......................................................................................................... 312
Using Query Builder Lookups................................................................................................... 314
Using Key Word Search ........................................................................................................... 319
Using SpeedSearch ................................................................................................................. 320
Groups ......................................................................................................................................... 324
Using Standard Groups............................................................................................................ 324
Using Ad Hoc Groups............................................................................................................... 324
Using the Group Manager ........................................................................................................ 326

Lesson 15 ...................................................................................... 331

Templates and Mail Merge ......................................................................................... 331
Templates .................................................................................................................................... 332
Previewing a Template............................................................................................................. 333
Creating a Template................................................................................................................. 334
Sharing a Template with another User..................................................................................... 341
Using Templates ...................................................................................................................... 341
Mail Merge ................................................................................................................................... 345

Lesson 16 ...................................................................................... 349

Contact Processes...................................................................................................... 349
About Contact Process................................................................................................................ 350
Common Uses.......................................................................................................................... 350
Tasks Processes Can Execute ................................................................................................ 351
How the Process Engine Works............................................................................................... 351
The Contact Process Cycle ......................................................................................................... 352
Scheduling a Process............................................................................................................... 352
Scanning a Process ................................................................................................................. 355
Triggering a Task ..................................................................................................................... 356
Stopping a Process .................................................................................................................. 360

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The Process Manager ................................................................................................................. 361

Setting a Scan Interval ............................................................................................................. 362
Purging a Process .................................................................................................................... 363

Lesson 17 ...................................................................................... 367

Reports......................................................................................................................... 367
Report Features........................................................................................................................... 368
Generating a Report................................................................................................................. 369
Using Conditions ...................................................................................................................... 373

Workshop 4 ................................................................................... 377

Core Features .............................................................................................................. 377

Appendix A ................................................................................... 379

The Remote Client....................................................................................................... 379
Remote Client Installation............................................................................................................ 380
Installing Remote Components ................................................................................................ 380
Attaching a Remote Database ................................................................................................. 381
Remote Client Components ........................................................................................................ 384
Using Synchronization.............................................................................................................. 386
Using What’s New .................................................................................................................... 389
Using Subscription ................................................................................................................... 390
Using Library Items and Attachments ...................................................................................... 397
Using SpeedSearch ................................................................................................................. 400

Appendix B ................................................................................... 403

Outlook Integration ..................................................................................................... 403
Standard Outlook Features ......................................................................................................... 404
Advanced Outlook Integration Features...................................................................................... 405
SalesLogix Intellisync Synchronization Features ........................................................................ 407
SalesLogix Exchange Link Features ........................................................................................... 409

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