Admin
Admin Group
Joined: 24-February-2003
Posts: 162
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| Posted: 30-January-2008 at 1:20pm
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Welcome to the online user instructions for Riva CRM Desktop Edition.
Please note that these instructions will be updated as new features are enabled in the application. Once the "Riva CRM Desktop Edition User Guide" is available, this article will be removed from this forum.
How to Use Riva CRM Desktop Edfition
Riva CRM Desktop Edition (DE) has been expanded to include bi-directional synchronisation of appointments and tasks. It includes support for SugarCRM (all versions), Microsoft CRM and Salesforce.
Depending on the CRM, you will see that some of the mappings between the CRM and GroupWise are a good fit and others are not quite what you expect. For example, SugarCRM Accounts are mapped to Organizations in GroupWise. SugarCRM Contacts are mapped to GroupWise Contacts. All of the SugarCRM Accounts and Contacts visible to your SugarCRM account and team will be synchronised to your defined GroupWise Address Book. Contact and Account synchronisation works well between the CRMs and GroupWise.
Install and Configure Riva CRM DE - Please refer to "Best Practices for Installing Riva CRM Desktop" for details on how to install and configure the application for your environment.
Riva CRM DE Interface - The interface is quite straight forward. Select the Settings button to bring up the sychronisation options.
Scheduling - To start your testing, I recommend you not set up a schedule. Use the manual Sync button on the main screen for your initial testing. After a couple of tests, you can configure DE to use a Synchronisation Schedule. Edit the Peak Times and the Blackout Times as required. Blackout Times are included so you can configure DE not to syncrhonise during GroupWise backup or maintenance periods.
The Sync Start Time tab allows you to select a synchronisation start date. This option allows you to synchronise only those accounts that have been active since a particular date. If you are using a new instance of SugarCRM, this won't matter too much. However, if you have 30,000 entries visible to you in SugarCRM, you probably don't want to synchronise them all. Remember that SugarCRM will synchronise to GroupWise all Accounts (Organizations) and Contacts from SugarCRM that are visible to you as a team member in SugarCRM.
The Address Book tab allows you to name the new Address Book to be created and synchronised in GroupWise. We recommend a name like SugarCRM Desktop. Once that name has been configured and synchronised, you can not change the name of the address book. If you want to change the name of the address book or any other settings, you will need to select the Re-Sync menu option and select "With New Settings".
The Calendaring tab allows you select appointments, tasks and phone calls to synchronise. The first time Riva CRM DE runs a sync, it will create a "CRM Calendar" in the GroupWise client where synchronised calendar items will be stored. Phone calls from CRM will be synchronised as appointments in GroupWise.
The Other tab allows you to select quotes, opportunities and cases to synchronize. The first time Riva CRM DE runs a sync, it will create a "CRM Content" folder
in the GroupWise client where summaries of quotes, opportunities and cases will be stored as read-only items.
Checking for Updates - version information and "Check for Updates" are available under the Help menu. I recommend you "Check for Updates" after installing Riva to confirm you are running the latest version.
Manual Sync - when you tell DE to Sync by using the manual Sync button from the main windows, DE will switch to the Activity tab and show you the synchronisation activity. The sync status indicator on the bottom line of the interface will switch between the Last Update and Next Update times.
Edited by Admin on 07-February-2008 at 5:31pm
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Omni Web Forum : GroupWise Collaboration Integration Engine (Riva) : Riva CRM Integration for GroupWise ~ Desktop Edition
Topic: Using Riva CRM Desktop Edition
