FAQ of new users: Unterschied zwischen den Versionen

Version vom 1. Februar 2013, 17:43 Uhr

Here you will find a compilation of the most frequently asked questions about WICE from new users, focusing on the usage and the setup of the system:

Addresses

How many addresses can be stored

Any number of addresses can be stored. We have customers with over 100,000 customers in the system.

Can multiple contact persons per address be stored?

Yes, an unlimited number of contact persons can be stored per address.

How can addresses be imported into the system?

Addresses can be comfortably imported via Excel sheets. In the first row of the spreadsheet only the columns for the allocation to the fields in the WICE database need to be included in the file. These are pretty self-explanatory (eg. "address_company.name" is the term for company name).

Is there an explanation of the fields necessary for the XLS-address import?

Yes, on the firt page of the Excel-address import the fields are listed and explained.

weiterführender Beitrag: Address Import_ (Excel)

Is there a check for duplicate addresses?

As well as in the Excel-address import as while entering s new address, there is a duplicate check. For an extensive cleanup of the address database there is also the plug-in "Duplicate Killer" available to consolidate the address database.

How should address the categories are set up to make sense?

You can use up to four categories (while there is no need to use all of them!) with an unlimited number of entries in each category. We recommend the idea "from the general to the special." So, for example, Company Address-Category1 could include= "customers, prospects, partners" - Company Address-Category 2 = "hardware, software, services" - Company Address-Category 3 = "A - Very important B - Important C - Less Important", etc.

Is it possible to define and display relationships between addresses?

Addresses can be linked with one another to display and use these relationships, e.g. to be used as a delivery address, with other addresses. The relationships are also shown in automatically generated graphic in the detail view of a company address.

Can I block addresses for specific users?

Yes, this is done via the rights management of the user groups. Any address is assigned to a user or a group of users as the "owner" of the address. This allows you to view and control who has access to that address.

Can I set user rights already while importing addresses?

Yes, the settings that you choose in your Profile under "Address input default groups" are defined as the owner of the entry for the imported addresses.

Why do not I see all user groups when adding or editing an address?

You only see the user groups in which you are a member. Your WICE administrator decides which users are members of the existing user groups.

Is there such thing as a "trash" for deleted addresses?

Yes, you can choose an address category as the "wastebasket category" or "trash"in the administration under the "Default filters" section. While active all erased addresses will remain in the system but added to the wastebasket/trash category - but can easily be removed from there when necessary.

How can I retrieve deleted addresses?

Yes. Either you use the trash category. Have a look through all the addresses assigned to this category and simply edit the desired addresses and change the address category so that is is no longer assigned to the trash category. Please bear in mind that only the administrator can define the trash category. Alternatively, your WICE administrator can have a look in the history of changes to retrieve the address for your and undo the deletion.

How can I export address lists from WICE?

To export your address lists from WICE, you have to create an address list in the campaigns module with the required address criteria. The addresses of this list can then be exported by clicking on "Export" at each list. If this function is not available, it must first be enabled by your WICE administrator for you.

Tickets

How can I send an email from a ticket?

To send an Email directly from a ticket, so that it is saved as a new ticket note/holfile there, you first need to define your default mail account in your profile settings and you have set up your email account in the WICE CommCenter. You need to add a new ticket note and assign a contact person for this contact, then you can, once you saved the ticket note open - by clicking on the email icon next to the contact for this holdfile - immediately create an email and send it to the contact person. Another option to directly send an email is to click on the blue arrow labeled "More" in the ticket note detail view to open the Contact functions within the tickets. Here you will find various options to send emails or create documents without having to create an initial ticket note.

When I click on an email address in WICE it always opens my external mail client. But I want to send e-mails via WICE.

If you set up in your email account in the CommCenter, then you need to define your default mail account in the Settings tab of your profile. By doing so clicking on an email addresses opens the web mail client of the WICE CommCenter and emails are sent via WICE and saved as ticket notes when sent from a ticket.

How can I create an invoice out of a ticket with items from the WICE article database?

To do this, you have to go to the ticket were you want to create the invoice and select the register card "Chances" first to create the opportunities with the articles from the the WICE-article database that have previously been created. You can now select the chances to generate a chance based document. The settings for these types of documents must have previously been selected in the administration in the invoice print manager. The created documents are automatically stored as a new ticket note at the ticket.

Calendar

Can also reccuring appointments be be created?

Yes, if you select the checkbox "recurring / multi-day event" in the input form to create a new appointment you will will be led to another input form after saving your appointment information to define the recurring appointment.

Can I enter To-do`s or reminders for holdfiles in the calendar?

No, reminders and to-do´s are not supposed to be addes to the calendar. You can add holfiles as to-do`s as a note for an address or as a new ticket note with a holdfile. These will then both appear in your Dashboard in the tab "Holdfiles".

Can I hide appointments from other employees, such as for private events?

Yes, select the checkbox while adding a new appointment "Entry not readable by other users (private appointment)" to hide this appoinment from other users.

Can I create new appointments categories or change their assigned colors?

Yes, that is possible. You will need access to the administration, however, because here are all the categories managed. There, you can also create new or modify existing appointment categories and also change the color assignment.

Projects

How can I grant Users access to a project?

The access rights for a projects are set by assigning the employees to a project. Only the employees that are assigned when creating or editing the project can access the project - always, of course, only if the corresponding fundamental rights have been activated for the respective user group. Furthermore, user groups can have the extended right to access all projects and to provide task feedback to all projects.

How can I create a task feedback to a project task?

Either click directly on your dashboard under the tab "Project Tasks" on the desired task and you get to the task feedback overview of the task and then click "Insert Feedback" or you enter the module projects, and look for the particular project, click on it so you get into the task overview of the project and there at the desired task click directly on the task status to go to the overview of the task feedbacks.

Communication and emails

How can I receive my Emails with WICE Cloud Based CRM?

WICE Cloud Based CRM offers a complete Webmail client. You can set up your mail account in the CommCenter. WICE behaves like any other e-mail clients as well, which means you only need to enter your normal account information and then you will be able to receive your e-mails.

Can I use other e-mail clients with WICE?

Yes, there is a connector for Mozilla Thunderbird and the Apple Mail client. This allows you to transfer e-mail messages and file attachments and save them as WICE address notes address or ticket notes.

Can I manage templates for my printed documents?

Yes, the documents templates are managed in the module "campaigns" in the "Templates" section. If any templates are available these can be easily used to create documents in the ticket or address notes.

Which formats can be used for document templates?

You can create templates in the "Rich Text Format" (RTF) or "Open Document Format". Both are open, non-proprietary formats that are supported by MS Office or Open Office

I have created and added a new template in the .doc-format, but can`t use it?

The .doc format of Microsoft Word/Office is independent of the manufacturer and is not supported. Please use RTF or ODT templates. You may also edit and open them with MS Word/Office.

Can I generate form letters with WICE Cloud Based CRM?

Yes, this is done in the module "campaigns". First, create the address list or choose and alredy existing list and then select "Printed mailing". Then you will have to choose your document template for the mailing. After completing the process you will receive a compressed file (ZIP format), which you can either unzip on your computer and print out the documents individually or you can create a PDF file with WICE from the individual documents to sent them to your printer.

How do I activate the iLetter service?

To activate this feature you will have to install the Fax.de plugin and then register via the plugin with Fax.de. You can then send iLetters and send or receive faxes from WICE. Please note that Fax.de will charge you for using their service!

Can I set up a phone call with numbers from addresses or contact persons in WICE?

Yes, the phone numbers are linked with a call to-protocol and by clicking on a number the browser passes the phone number to an available telephone client on your computer.

Where do I set the format for the hyperlink of a phone number?

You can select the format for the Phone number hyperlink scheme at the "More system settings" section of the WICE-Administration.

Administration & XLS Import

I want to add contacts to my company addresses. How must the import file?

Thus WICE can assign contacts to correct an existing company addresses, the company addresses, ideally along with the zip code or the customer number, stored as such in WICE be present. The field adress_company.name, so the company must necessarily be present in order for the contact person can be assigned to the Company addresses.

How can I import multiple contacts into a file and assign the same business addresses?

This requires that each partner in a separate line in the import file must be present along with the address of the company address. Thus, the import WICE recognize the existing company address and then add only the new contact.

Can I undo an import?

You can import any, which was conducted with the XLS import module, except this was with the option to update master data carried out, up to 24 hours to make the implementation of the import reverse. Proceed in XLS import under Step 1 "special" to reverse the function of the previous import. From the list you can select the basis of the timestamps in importing, do you want to undo.

Can I do about importing a duplicate check?

Yes, you can in the 3rd Step specify which fields of the import criteria and a duplicate check your import file is to be performed.

Do all column headers in my import file exist?

No, you can not omit the column headings need in your Excel spreadsheet.

Can be the same ==== column title more than once in my Excel spreadsheet? ==== This is possible and useful, especially if you eg address in a category you want to assign a listing several categories, then you need this column title repeatedly hold in your import file. For text fields, such as the comments box at a business address, this should be in your import file multiple times, you can use the Step 3 of the import select a delimiter for the contents of the different columns.

Can I restore deleted addresses or events again?

Yes, to go to the administration on the change history. Here is an overview of changes in the last days. You can undo changes and deleted entries in address and restore processes.

Can I increase the maximum file size for uploading data?

Yes, in the Administration -> System Settings more, the maximum file size for upload are set.