To enter your own User profile screen, click the My Account link (see highlighted item 1, on Figure 206 below, which shows the General tab of the User profile screen). The highlighted items 2 & 3 show the Duplicate button and the Access Control tab, which are only present for Users with Administrator capability. The Duplicate button allows an Administrator to duplicate a User account record (and then edit it briefly) as a quick way of creating a new User. The Access Control tab may be used by an Admin to control which data within info@hand you will be able to see, and what you will be able to do with it.
As discussed in the section on Managing Your Password, the button should be used periodically by each User of the system to change their User password.
To edit the User profile, and change User preferences, click on the tab that relates to the area you are interested in, then on the button on that tab. The 5 tabs in your user profile collectively let you define:
- Header information (First and Last Name, Status, and User Name)
- User Information (email address, title, department, and phone numbers)
- User Settings
- Service Skills
- Submit User Photo (Your 75x90 pixel User Photo)
Display Options Tab:
- Locale Settings
- Layout Options
Email Options Tab:
- Email Options
- Outbound Email Settings
- Monitored Mailboxes (Not set in the edit mode, but by using a button on the detail view)
- Calendar Options
- Google Account Settings
- Google Calendar Settings
- Google Documents Settings
- Google Contacts Settings
These groups of information are known collectively as the User Profile.
- 10.1.1 Header Information
The header information is fairly straight-forward. It sets the system user’s first and last names, and their system username. Also set here is the user status, which is one of the following values:
- Active – An active user that counts towards the system’s limit of licensed users.
- Inactive – A user that may shortly become active, or perhaps was once active but is on leave, or has left the business. Inactive users do not count towards the system’s limit of licensed users, and they may not login.
- Info Only – A user that is in the system only for documentation purposes. They may be viewed in the Company Directory, and an HR file may be created for them, but they may not login, and they do not count towards the system’s limit of licensed users.
- 10.1.2 User Information
In this section, a number of items of user information are entered, including Employee Status, Title, Department, office and mobile phone, fax, Instant Messaging (IM) info, and the user to whom you report. This last item is quite significant, as it affects who can see your data within the info@hand system, as well as how your sales forecasts roll-up if you are in Sales.
Note: The information in this section will be publicly available in the Company Directory.
- 10.1.3 User Settings
User Settings include such items as check boxes for Administrator rights and inclusion in the Company Directory. (Note: Only Users with Administrator capability are able to check these off.)
Other User Settings include:
- Notify on Assignment (if selected, you receive an email when you are assigned a responsibility)
- Notify on Case changes (if selected, you receive an email when information on one of your Cases changes)
- Display reminder (if selected, you receive on-screen pop-up reminders when meetings are approaching)
- List Export Format (choose the file format to use in your exported files)
- Import/Export character encoding (to support international character sets)
- Show full name (use full name when referring to users rather than the system username)
- File Download Mode (download file, or display in browser)
- 10.1.4 Service Skills
Any number of Service Skills may be defined here. They are used for the assignment of service cases to service personnel with the appropriate skill set. Cases may be rated for the skills required, just as users may be rated for their skill sets. Skills relevant to your business are defined in Service Skills, within the Users section of the Admin page.
Use the button to add a skill to a user profile (only Admins can do this.). You will need to select the skill, and the rating. The rating is a positive integer, and the greater the skill level, the greater the number. Typically a business may use skill levels of 1 to 3, 1 to 5, or 1 to 10.
- 10.1.5 Submit User Photo
Use this section to upload a 75 x 90 pixel photograph for display in the Company Directory.
- 10.1.6 Locale Settings
info@hand has substantial international localization capabilities. While the system has defaults for all these settings, in this section you may select your own personal settings for:
- Date and time formats
- What time zone you are located in (it will default to where your server is)
- Currency (this sets the number of decimal places used for currency values, the currency symbol and several other related values)
- Number format (this sets the thousands and decimal separators)
- The format in which to display names – for example Salutation, First Name, Last Name would be the s f l option
- The format in which to display addresses – there are formats for Britain/Canada/USA, France, Germany, and Japan. The different formats are used to display addresses on screen, and in PDFs such as Quotes and Invoices.
- The first day of the week (used in formatting the calendar date selector, for example). It may be Sunday or Monday or indeed any other day, although we don’t know of anywhere that uses anything but Sunday or Monday!
- Start and end times for the business day – used to format the daily and weekly calendar displays.
- Select the Holidays you wish to have displayed on your calendars - may be set to System Default (as selected in System Settings by the Admin) or to a specific Holidays pack loaded on the system by the Admin.
- 10.1.7 Layout Options
Using Layout Options, users can modify what tabs they see when logged in. Administrators define the master list of available tabs for all users in the administration screens, but users can then modify their own tab list by removing any unneeded tabs.
As well, layout options control:
- Display Tabs – Controls which of the system’s modules that are accessible by you that you wish to have displayed in your user interface
- Number of tabs – The number of tabs shown across the top of the page before the rest are listed on an overflow dropdown at the end
- Number of sub-tabs – The same, but for the sub-tabs used when the Grouped Modules option is active
- Sub-panel tabs – If this option is selected (which it is by default) the sub-panels shown on the detail view for each module are grouped into tabs, which may be selected one at a time. This makes the screens not nearly so long, and ensures that the sub-panel data most important to you is closer to the top of the screen.
- Last viewed on side – If this option is selected, the Last Viewed list is shown on the left side of the screen, rather than as the pop-down list which it is by default. Not relevant to all themes.
- Shortcuts on top – Moves shortcuts to the top, rather than the left side. Not relevant to all themes.
- Navigation Paradigm – A very important option, the navigation paradigm may be set as Modules or Grouped Modules. The Modules option shows a one-level menu system across the top of the screen, or down the left-hand side, depending on the theme selected. When Grouped Modules is selected with the Spectrum theme, the system offers a two-level menu system across the top of the screen, as shown in all sample screen images in this User Guide. When the Grouped Tabs option is in effect, the grouping of the tabs is controlled by the Studio function Configure Group Tabs.
- Module Links in Footer - If checked, links for all the modules will appear in the footer of the screen layout.
- 10.1.8 Email Options
Email Options are used to configure many aspects of your email capabilities within info@hand. The options are as follows:
- Email address – sets your email address. If not set, you cannot receive any system notifications.
- Other email address – used as documentation only.
- Reply-to name – sets the reply-to name as seen by the recipient of your emails.
- Reply-to address – sets the email reply address for all the emails you send.
- Auto BCC Address - If a valid email address is entered here, every email you send from info@hand will automatically be blind copied to this email address. (Very handy for making sure your main email client gets a copy of every email you send from info@hand.)
- Signature – lets you edit and save multiple text and/or HTML email signatures, and select which one is currently to be used.
- Signature above reply – controls where in your email replies the signature is to be automatically added.
- Email client – selects the use of the info@hand email client, or an external email client, when an email address hyperlink is clicked within info@hand.
- Outbound character set – chooses the character set encoding used for your outbound emails.
- Out Of Office – select this option when you are out of the office.
- Default Display Format – Select Text or HTML.
- Default Send Format – Select Text or HTML.
- Inline Images – These may be displayed or not, as you choose (often suppressed to reduce bandwidth use)
- Messages in Trash cleanup – select the length of time to retain email moved to the Trash. Options are 5 days, 1 week, 2 weeks, 3 weeks, 1 month, 3 months, 6 months, 9 months, or 1 year.
- Received messages without associations cleanup – select the length of time to retain received emails that are not related to any other data in the system (normally valuable emails will be related to an account, a contact, a lead, a project – something!).
- Received messages with associations cleanup - select the length of time to retain received emails that are related to at least one other item of data in the system.
- Sent messages without associations cleanup - select the length of time to retain Sent emails that are not related to any other data in the system.
- Sent messages with associations cleanup - select the length of time to retain Sent emails that are related to at least one other item of data in the system.
- 10.1.9 Outbound Email Settings
In this section you set your SMTP user and server information, so that you can use the Mail tab within info@hand to send outgoing email. If your system has been set up to use Sendmail, then you simply select that as the Mail Transfer Agent (MTA), and you’re done. The server has already been taught how to send mail and you are just telling the server to take care of it.
If you have to use the SMTP MTA, you must define your SMTP Server name, and SMTP Port number (usually 25). If SMTP authentication is required by your SMTP email server, you need to specify that, and enter the SMTP User name and Password you use to access its services.
You can use SSL (Secure Socket Layer) to ensure all data transferred to the SMTP server is encrypted (of course, in this case the SMTP server you are using must support SSL connections). To do so, add ssl:// before the SMTP server name. For example, if the SMTP server name is smtp.example.com, then you should use ssl://smtp.example.com. Also note that SMTP servers usually use a port number different from 25 for accepting SSL connections, often port 925.
Another option for SMTP is TLS (Transport Layer Security), which performs a similar job to SSL. The most common use of TLS is for Google’s Gmail. To use GMail for sending your email, use
tls://smtp.gmail.com as the SMTP host name, and use port 587, as seen below.
Figure 204: Using GMail for SMTP
- 10.1.10 Monitored Mailboxes
Each user may edit the Monitored Mailboxes from which they wish to receive email delivery within info@hand. Click on the button on the Email Options tab of the My Account screen to add a new POP3 or IMAP email account.
Figure 205: Adding a Monitored Mailbox (Gmail example)
On the screen above, the Name field is used to enter the name by which you refer to your email account, such as Company Email, Yahoo Email, etc.. The Active check box may be unchecked to leave the details of the mailbox in your configuration data, but temporarily inactive. When it is checked, this mailbox will be read whenever you use the Check Email function, or the email scheduler task is run.
How should users change their email habits and setups once they become regular CRM users? We recommend most users adopt the following solution: (more details in the Implementation Guide)
- Users should keep using their current email client for day-to-day email.
- Link their email client software to their email server using the IMAP protocol.
- In each user’s email client, create a folder called CRM. Because of how IMAP works, this will create a CRM email folder on the email server for that user as well.
- Every time a user has an email they feel should be filed in the CRM, they drop a copy in the CRM folder within their email client.
- Again, because of how IMAP works, this will put that email in the CRM folder for that user on the email server.
- Configure info@hand to retrieve email using IMAP from that email account for that user - not from folder INBOX, but from folder CRM (this is the key to this approach!).
- Now - every email that is dropped in the CRM folder in any user’s email client will turn up in the CRM automatically - and will be automatically linked to any related Leads, Contacts or Accounts, as well as to the User that filed it in the CRM.
- Users are free to use the CRM to send emails to customers. Records of campaign emails are only kept within the CRM, but to make sure that other individual emails composed within the CRM and sent to customers are also filed within the user’s normal email client, the CRM should be configured to blind copy to the user’s normal email account every individual email sent out from the CRM. (info@hand has an Auto-Bcc option you can set to do this.)
Implemented properly, this solution addresses every one of the initial considerations for an email solution, and obviates the need for any messy, administratively intensive, and sometimes unreliable email client plugins.
- 10.1.11 Calendar Options
Here you may set a Publish Key for your calendar, so that other calendar programs may read your calendar information and display it or use it in some other way. Anybody who attempts to subscribe to your calendar will be prompted by the system for this key. If there is no key set, anyone can subscribe to your calendar.
To subscribe to your info@hand calendar information within Apple’s Calendar program in OS X or from an iPhone or iPad, first copy the iCal subscription link from the Detail view of your My Account screen. Be sure you have a publish key set before using this link. Then access your Calendar program and choose to subscribe to a Calendar. Then you have to paste the subscription link into the URL box. The OS X Calendar application has a frequency dropdown when setting up a subscription. The shortest sync interval you can set is every 5 minutes.
Note: Some systems need the iCal subscription link to begin with http://, while others (like the iPhone) require it to start with webcal://. If one is not working for you, be sure to try the other.
This process only displays your info@hand Calls and Meetings within the Calendar program - not Tasks, Project Tasks or Events. Also - it is a reference only feature, so to change any of the info@hand information you see with OS X Calendar you have to make the changes within info@hand.
- 10.1.12 Google Account Settings
Here you may enter your Google Username and Password, so that info@hand may exchange calendar, document and contact information with your Google account.
You also need to enter your Google App Domain if you have one. If you access Google Applications using your own domain name, the domain name must be entered in the field provided. If you are using the standard domain google.com, leave this field blank
Note: For this feature to operate, the system must have the Scheduler running, and the Sync Google Calendar Events scheduler entry must be enabled. A run interval of 15 minutes is the recommended value.
- 10.1.13 Google Calendar Settings
Use the Sync Setting dropdown to choose if the flow of data is one way from info@hand to Google, or the reverse, or two way. You may also disable the sync by choosing the - Sync Disabled - option. Checkboxes are available so you may choose which calendar items (Calls, Meetings, Tasks) are synchronized between Google and info@hand.
Note: New activities created in Google are synchronized into info@hand as Meetings.
You may also need to enter your Google Calendar ID. Leave this field blank if you want to sync with your main Google calendar. But if you have additional calendars, you can choose to sync with one of them specifically by entering its Google calendar ID in this field.
- 10.1.14 Google Documents Settings
Use the Sync Setting dropdown to choose if the flow of data is one way from info@hand to Google, or the reverse, or two way. You may also disable the sync by choosing the - Sync Disabled - option. Dropdowns are available to select the file formats in which documents, spreadsheets and presentations are downloaded from Google to info@hand.
- 10.1.15 Google Contacts Settings
A one-way sync of info@hand contacts to the Google Address Book is enabled by checking the box Post Contacts to Google Address Book. You can either post all the contacts you can see, or only the contacts you are assigned. Note that a maximum of 50 entries are transferred per sync to manage server load.
Figure 206: The ‘My Account’ Screen - General Tab
Figure 207: The ‘My Account’ Screen - Display Options Tab
Figure 208: The ‘My Account’ Screen - Email Options Tab
Figure 209: The ‘My Account’ Screen - Integration Tab
Figure 210: The ‘My Account’ Screen - Access Control Tab
To view the Company Directory, click the Directory link (see highlighted item 1, on Figure 211 below). Note that the Admin link before it is only displayed for Users with Administrator capability. Figure 211 below shows the Directory Thumbnail View screen.
To see more information about a specific Employee, simply click on the image of the Employee within the Thumbnail View, to bring up their Business Card View. There are also shortcuts to choose Thumbnail or Business Card View for all selected Employees.
Figure 211: The Directory, Thumbnail View
Like most of the modules within info@hand
, the Directory has a Help icon on the title bar at the top of the main screen body, followed by a choice of layout tabs, and a list of all or selected Employees. Note that the Directory only displays those Users with Show in Directory checked in their profile by the system Administrator. Those Employees with no photo in their profile will have a standard ‘no photo’ image displayed. Camera-shy Employees are encouraged to personalize this ‘no photo’ image for submission.
The Employees list may be filtered using the search controls, to see only those Employees in a given department, for example – or to find people by first or last name.
As well, the Directory Thumbnail View also has a red/green indicator light for each Employee, to show if they are online within the info@hand system. Note that when Employees do not log out of the system (but simply close their browser), they may be incorrectly shown as online until their info@hand session times out – usually about 10 minutes or so.
The Employee list is paginated if it contains more items than may be listed on the display and controls are provided to go to the start or end of the list, or step to the next or previous page. Clicking on an email or SMS address for any Employee in the list brings up your email client to send a message to that Employee.