Chapter 1
Introduction
This guide is for Sage CRM Implementers.
Please note that while the document refers to Sage CRM, CRM, or the CRM
system throughout, all functionality covered is also relevant to Sage CRM MME,
Sage Accpac CRM, and Softline Accpac CRM.
We assume that you have:
Experience in carrying out CRM implementations.
Proficiency in customizing CRM systems.
A working knowledge of eWare blocks, HTML, creation of Active Server
Pages (ASPs), Include files, cascading style sheets (CSSs), and general Web
design concepts.
Knowledge of database administration and security concepts.
What is CRM Self Service
CRM Self Service lets you create a Self Service Web site that integrates traditional
corporate Web sites with Sage CRM.
With CRM Self Service, customers can log onto the Self Service Web site to
perform functions, such as viewing account information, reporting problems, or
requesting product information.
The extent of the customer access to corporate data or their ability to perform
these functions is determined by the particular Self Service implementation.
Registered and anonymous visitors can access the site, and different information
can be made available to them on that basis.
The CRM Self Service application server can be run remotely from the CRM
database server, via a link between Self Service and CRM.
For example, a customer care case entered via the CRM system can be viewed on
the Self Service Web site. This functionality is achieved though ASP pages.
Self Service Guide 1–1
