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Deskera CRM FAQs

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CRM Dashboard

CRM Modules

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General

What does Deskera CRM offer?

Deskera CRM primarily revolves around Sales, Marketing and Customer Support functions of the organization. The application provides users with easy-to-use functionality across all these functions through its comprehensive modules. The application provides Lead Management, Account Management, Contact Management, Opportunity Management, Campaign Management, Case Management and Activity Management capabilities. Other than these, the Document Management function facilitates centralized document storage for quick and permission based access to all documents related to the leads, accounts, contacts, opportunities and more. Reports can be generated based on the organization’s KPIs for quick analysis of the organization’s processes.

What makes Deskera CRM unique?

Deskera CRM allows you to easily manage all your sales, marketing and customer support information. Adding, updating and navigating through all your details is as easy as using a spreadsheet. It ensures that all your tasks get completed in three clicks or less. It incorporates ‘Click and Type’ functionality that allows you to select, edit and manipulate any data as per your requirement, without the need of navigating through any additional tabs or menus. With ‘Save as you type’ functionality, you are assured that all your data is recorded as soon as it is entered in the system. Learn more about Click and Type

CRM Dashboard

What is a ‘Mashboard’?

Deskera CRM brings to you the next generation of Dashboards – called ‘Mashboards’- which provide new, and hybrid dashboard design techniques, incorporating all the features of the previous generation dashboards in a real time customizable format. They allow ‘mashing’ or drag-and-drop of content and adding useful applications known as ‘widgets’.

The CRM Mashboard is a visually intuitive homepage for your Deskera CRM application where you can find the most important information regarding your sales, marketing and customer support functions. Data from the system is presented in the form of intuitive graphs and charts to ease decision making by the executives.

Can I search through all the entries in Deskera CRM?

Yes, you can easily search through all the lists and entries saved in Deskera such as campaigns, contacts, accounts, users, documents and more through Deskera One Search functionality present at the top right hand corner of Deskera CRM. Just type the term you intend to search in the Search Box and get results instantly without even hitting the enter button through ‘Search-as-you-type’ functionality.

What is ‘Quick Add’? How can I use it?

You can easily add an account, lead, opportunity, contact, case, target or activity from the CRM dashboard using ‘Quick Add’. For that, you need to simply click on the ‘+’ icon in the corresponding widget (such as campaign widget for adding a new campaign) to view its simplified form, add relevant information, and submit details for adding information quickly.

What is ‘Quick View’? How can I use it?

It provides you with an instant ‘tree view’ of all accounts, leads, products, campaigns and documents. You can easily navigate through this list just like you explore folders in your Computer. Click on the ‘+’ icon to expand the list and ‘-‘ icon to collapse it. Click on an ‘entry’ to view details in the adjacent window.

How can I customize the CRM Dashboard?

The components in the Deskera Dashboard can be moved around and rearranged as per your requirement. This ensures a custom, priority-based and unique interface for the dashboard components, for each user. The users can individually decide the layout of the portal, add, remove and rearrange the components as per their individual requirements.

What are Dashboard Widgets? How can I add/remove them from the CRM Dashboard?

Widgets are small applications that perform a specific task such as adding campaigns, viewing lead updates, tracking case reports, accessing the CRM Module links etc. You can add widgets to your CRM dashboard from the ‘Add Dashboard Widgets’ toolbar at the bottom of the screen. In Deskera CRM you will find widgets to manage your campaigns, leads, contacts and more. Widgets also allow users to lend a more personal touch to their dashboard by allowing them to choose the applications they wish to see. You can remove a widget from the dashboard by simply closing it from ‘x’ icon. The widget can be easily re-added from the ‘Add Dashboard Widgets’ toolbar whenever required.

How can I access the CRM Modules?

You can access all links to manage campaigns, leads, contacts, products, accounts, opportunities, cases, activities and target lists through the ‘My Links’ Widget. You will also find separate widgets for these CRM Modules where you can view details for an individual ‘CRM Module’ by simply clicking on the ‘View Details’ icon.

CRM Modules

What is ‘Save as you type’?

Deskera CRM offers you a unique functionality to ‘save as you type’ which allows you to quickly create Leads, Contacts, Opportunities, Cases and more in a spreadsheet-type interface. The entered information is saved on a real-time basis. While you type or edit anything, it is saved as soon as you type it.

How does the ‘Activities’ module work?

Deskera CRM allows you to effectively track sales activities and tasks and also lets you create activity reports. The activities can be mapped to CRM modules such as Leads, Contacts, Accounts, Opportunities and Cases to allow you to keep track of all tasks and events associated with these modules through regular updates. It allows you to easily maintain activity schedules and assign priorities.

How can I change the date format?

You can change the date format for any column in CRM Modules by clicking on ‘My Account’ and selecting an appropriate date format from the drop down.

How do I change the date and time settings?

You can change the Time Zone settings by clicking on the ‘My Account’ link at the top of the page. You can select the time zone from here and configure the settings accordingly.

How can I use the ‘Advanced Search’ option to obtain better results?

Advanced Search allows you to search for multiple terms in multiple fields. For this, you can add a single or multiple search parameters through the ‘Add’ button. Once you’ve added all you need, click on ‘Search’ to get the filtered results on the basis of parameters you entered.

How can I configure templates for exporting in PDF format?

Export CRM details such as Campaign List, Lead List, Contact List and more in PDF format for easily viewing, sending or printing these details. Deskera CRM allows you to customize the export format by defining Export templates. You can create a new template easily by clicking on ‘Create New’ in the window displayed on clicking ‘Export to PDF format’. You can easily configure the title, header and footer notes, date, paging, page border, page layout, company logo, background color, text color and more to create a new template. These templates can be saved in Deskera CRM which allows you to quickly export by selecting a pre-defined template and clicking ‘Export’. You can also choose the columns you want to export by clicking on ‘Select Columns’, selecting the required columns, configuring their width and clicking ‘Export’ to download PDF file in the required format.

Can I choose which columns to export in CSV/Excel format?

You can export CRM details such as Campaign List, Lead List, Contact List and more in CSV and Excel format for viewing or editing in MS Excel. You can easily choose the columns you want to export by clicking on ‘Export to CSV file’ or ‘Export to XLS file’, selecting the required columns and clicking ‘Export’ to download the files in the specified formats.

Can I delete more than one record at once?

Yes, Deskera CRM allows you to delete multiple entries at once, by selecting the rows you want to delete and clicking on the ‘Delete’ button on the top panel. You can also remove rows from your Campaign List, Lead List, Contact List and more in the same manner.

‘Quick Search’ allows you to get search results as soon as you type without even hitting the enter button. This functionality provides faster search responses because it searches from the very first letter you type and is incorporated in all CRM Modules such as campaigns, leads, contacts, accounts, documents and more.

How can I add files to a Campaign, Lead, Account, Opportunity, Contact, Product or Case?

Deskera CRM allows you to easily add files in various formats to any campaign, lead, account, opportunity, contact, product or case. For adding a document, select any of these entries, click on the ‘Add Files’ option at the bottom, click on ‘choose file’ to browse for the document and click ‘Upload’ to attach the document. This document can be later viewed or downloaded by selecting the entry in the ‘Other Details’ window.

How can I add comments to a Campaign, Lead, Account, Opportunity, Contact, Product or Case?

Deskera CRM allows you to easily add comments to any campaign, lead, account, opportunity, contact, product or case. To add a comment, select an entry click on ‘Add Comment’, enter the comments in the window that appears and click ‘Add Comments’ to save the information. These comments can be viewed later by expanding the ‘Other Details’ window.

How can I track ‘Recent Activity’ for a Campaign, Lead, Account, Opportunity, Contact, Product or Case?

You can easily track the ‘Recent History’ related to a campaign, account, lead and more by simply selecting a row, expanding the ‘Other Details’ window at the bottom, and clicking on ‘Recent Activity’. This will display all the activities associated with the selected campaign, lead, contact or more.

How much document storage space do I get when I sign up for Deskera CRM?

The default document storage space in Deskera CRM is 1GB per user. If you want additional storage space, all you need to do is pay a minimal fee of $10 per month for every additional 5GB of storage.

Campaign Management

How are Campaigns captured in Deskera CRM?

Deskera maintains comprehensive details of marketing initiatives such as advertisements, direct mails, or conferences that you conduct in order to generate prospects and build brand awareness as campaign details which can be easily added in the system using an intuitive spreadsheet type interface.

How do I add E-mail Marketing to a Campaign?

To add Email Marketing to a campaign, follow these steps:

  • Create a new campaign by simply clicking on a new row in campaign tab and adding campaign details. Choose the campaign type as ‘Email Marketing’.
  • Select the campaign and click on ‘Email Marketing’ Button.
  • Click on ‘Add Email Marketing’ and fill in the required details. Choose a pre-defined email template and add target list(s). Click on Submit to save the details.
  • Click on ‘Send Mail’ to send the selected email template to your target lists.
  • Click on ‘View Status’ to monitor the effectiveness of your email campaigns in terms of actual number of emails sent, customer views and email subscribers.
  • Click on ‘Send Mail’ to send the selected email template to your target lists.

How do I create an Email template for Email Marketing?

You can create a new Email template easily through the following steps:

  • Select a campaign with ‘Campaign Type’ as ‘Email Marketing’.
  • Click on ‘Email Marketing’ Button to open a new window.
  • Click on ‘Email Template’ and then ‘New Template’ to create a new template.
  • Define email templates with rich text formatting. You can also embed pictures, videos and even MS Word documents without the worry of losing any custom formatting. You can add parameter configuration to customize the email campaign according to a lead, contact, user or target details.

How do I create Target Lists?

Create a new target list from the Dashboard by clicking on “Add Target List” under ‘Campaign Links’ widget. You can create a Target List easily through the following steps:

  • Select a campaign and click on the ‘Target List’ button in the top panel.
  • Click on ‘Create New Target List’.
  • Add a name and description to the target list. Import targets from Lead List, Contact List, User List or Target List by clicking on ‘Import’ button and selecting the entries for importing.
  • Click ‘Save’ to record the Target List.

How can I manage inactive campaigns?

You can send inactive campaigns to Archive Repository by selecting a campaign and clicking on ‘Add to Archive’. These are saved in the list of archived campaigns and can be viewed through ‘View Archived Campaigns’. Search functions are available for archived campaigns and they can be restored or deleted at any point of time.

How can I configure the columns to be viewed in Campaign List?

You can easily configure the columns to be viewed in Campaign List by clicking on the downward arrow in a column header, viewing column list by selecting columns and checking or un-checking the columns to be viewed or hidden according to your preference.

Lead Management

How are leads created in Deskera CRM?

Capture all relevant information on potential sales opportunities or prospects i.e. individuals who have expressed some interest in your product or company through lead details which can be easily added in the system using an intuitive spreadsheet type interface. Users can also mass import lead information from external sources in CSV or XLS formats.

What is the process of converting a lead?

The application allows conversion of leads into accounts or opportunities. These can also be added to the contact list. Conversion can be undertaken only for a prequalified lead. Users can uncheck opportunity if they do not want to create an opportunity for the account. The status of the lead changes to ‘qualified’ after it has been converted to an opportunity. Lead converted to an account is removed from the lead home page.

How can I add an activity to a lead?

You can easily add an activity to a lead by selecting the lead, clicking on ‘Activity’ button in the top panel, adding activity details including activity schedule and priority status.

How can I import leads to Deskera CRM?

Leads can be easily imported in Deskera CRM using a CSV/Excel file. Deskera CRM allows you to map headers in CSV file with the headers in your Deskera CRM Lead List by simply dragging and dropping column headers. It detects the leads having similar details with your existing list. It allows you to resolve duplicity of leads by replacing existing details with the imported leads or mapping imported leads with your existing leads allowing you to save new lead details to any of your existing leads or even rejecting the conflicting imported leads, allowing you to retain your original leads and only import leads without any conflict with the existing leads. We have also added the option of importing them from ZOHO or Google accounts.

How can I manage inactive leads?

You can send inactive leads to Archive Repository by selecting a lead and clicking on ‘Add to Archive’. View list of archived leads through ‘View Archived Leads’. These leads can be easily searched and restored or deleted at any point of time.

How can I configure the columns to be viewed in Lead List?

You can easily configure the columns to be viewed in Lead List by clicking on the downward arrow in a column header, viewing column list by selecting columns and checking or un-checking the columns to be viewed or hidden according to your preference.

Contact Management

How are Contacts captured in Deskera CRM?

Maintain complete information about individuals you know and interact with through contact details which can be easily added in the system using an intuitive spreadsheet type interface. Users can mass import contact information from external sources in CSV/Excel file format.

How can I import contacts to Deskera CRM?

Contacts can be easily imported in Deskera CRM using a CSV/Excel file. Deskera CRM allows you to map headers in the uploaded file with the headers in your Deskera CRM Contact List by simply dragging and dropping column headers. It detects the contacts having similar details with your existing list. It allows you to resolve conflict of duplicate contacts by replacing existing details with the imported contacts or mapping imported contacts with your existing contacts allowing you to save new contact details to any of your existing contacts or even rejecting the imported contacts having conflict to retain your original contacts and only import contacts without any conflict with the existing contacts. We have also added the option of importing them from ZOHO or Google accounts if you have them.

How can I manage inactive contacts?

You can send inactive contacts to Archive Repository by selecting a contact and clicking on ‘Add to Archive’. View list of archived contacts through ‘View Archived Contacts’. These contacts can be easily searched and restored or deleted at any point of time.

How can I configure the columns to be viewed in Contact List?

You can easily configure the columns to be viewed in a Contact List by clicking on the downward arrow in a column header, viewing Column List and selecting/de-selecting columns to be viewed or hidden according to your preference.

Account Management

How are Accounts captured in Deskera CRM?

Maintain comprehensive details of individuals (B2C environments) and companies (B2B environments) with whom the organization has had business dealings through account details which can be easily added in the system using an intuitive spreadsheet type interface. It can be used to extract opportunities for cross selling, up selling as well as switch selling.

Can the accounts be linked with a parent account?

Parent – Child relationship can be established between various accounts within the application. A new account will show the parent account details as ‘none’. Subsequent opportunities can be mapped with the parent or child account.

How can I import accounts in Deskera CRM?

Accounts can be easily imported in Deskera CRM using a CSV/Excel file. Deskera CRM allows you to map headers in imported file with the headers in your Deskera CRM Account List by simply dragging and dropping column headers. It detects the accounts having similar details with your existing list. It allows you to resolve conflict of duplicate accounts by replacing existing details with the imported accounts or mapping imported accounts with your existing accounts allowing you to save new account details to any of your existing accounts or even rejecting the imported accounts that are conflicting to retain your original accounts and only import accounts without any conflict with the existing accounts.

How can I manage inactive accounts?

You can send inactive accounts to Archive Repository by selecting an account and clicking on ‘Add to Archive’. View list of archived accounts through ‘View Archived Accounts’. These accounts can be easily searched and restored or deleted at any point of time.

How can I configure the columns to be viewed in Account List?

You can easily configure the columns to be viewed in the Account List by clicking on the downward arrow in a column header, viewing Column List and selecting/de-selecting columns to be viewed or hidden according to your preference.

Opportunity Management

How are Opportunities captured in Deskera CRM?

Maintain complete information related to specific sales and pending deals or the most promising leads that need to be cracked as opportunity details which can be easily added in the system using an intuitive spreadsheet type interface. Furthermore, you can record all related contacts and activities information for each opportunity.

Can I create opportunities without a relation with Accounts?

Opportunity is the potential realized in an existing customer for a new business transaction or related buying. Hence, all opportunities must be linked with an account. This holds true when a new opportunity is created as well as when a lead is converted.

How can I manage inactive opportunities?

You can send inactive opportunities to Archive Repository by selecting an opportunity and clicking on ‘Add to Archive’. View list of archived opportunities through ‘View Archived Opportunities’. These opportunities can be easily searched and restored or deleted at any point of time.

How can I configure the columns to be viewed in ‘Opportunity List’?

You can easily configure the columns to be viewed in an Opportunity List by clicking on the downward arrow in a column header, viewing Column List and selecting/de-selecting columns to be viewed or hidden according to your preference.

Case Management

How are Cases captured in Deskera CRM?

Capture detailed description of a customer’s feedback, problems or questions as case details which can be easily added in the system using an intuitive spreadsheet type interface. Effectively manage cases by tracking customer queries through regular updates and associated activity details.

How can I manage inactive cases?

You can send inactive cases to Archive Repository by selecting a case and clicking on ‘Add to Archive’. View list of archived cases through ‘View Archived Cases’. These cases can be easily searched and restored or deleted at any point of time.

How can I configure the columns to be viewed in ‘Case List’?

You can easily configure the columns to be viewed in a Case List by clicking on the downward arrow in a column header, viewing Column List and selecting/de-selecting columns to be viewed or hidden according to your preference.

Deskera Email

How do I set up my E-mail account?

You can set up your email account easily in Deskera. Just follow these steps to get started:

  • Enter Account Name: Enter a name for your e-mail account. This name is displayed in your Personal Email List. Use a unique name to distinguish it from other E-mail accounts such as ‘My Gmail Account’.
  • Enter From Name: Enter a name you wish to display as sender’s name in all your outgoing e-mails such as ‘John from DIA’.
  • Enter User Name: Enter the Username you use to login your favorite e-mail account along with the domain name such as john.smith@gmail.com for your Gmail account.
  • Enter Password: Provide the password you use to enter your e-mail account. Your personal settings are secure with Deskera.
  • Enter Mail Server Address: Provide the incoming mail server address such as imap.gmail.com for your Gmail account. If you are unsure about this information, please check your email server provider settings for configuring an email client. Here are links to some popular e-mail provider settings: Find Gmail Settings here, Find Yahoo Mail Settings here
  • Enter Mail Server Protocol: Choose the protocol IMAP/POP3 provided by your e-mail service provider for setting up an e-mail client such as IMAP for setting up your Gmail account.
  • Map folders for your IMAP Account: Click on Select to view the folders available in your IMAP account. Choose one of them to sync it with your Trash folder and Sent folder. imap-account
  • Enter Mail Server Port: Provide incoming mail server port setting for all your incoming e-mails such as 993 for your Gmail account.

User Administration

How can I define User Roles?

Assign roles such as Company Administrator, Sales Manager or Sales Executive to the users of the system for easily configuring access settings based on their designation and work function. You can configure these settings through User Administration link by selecting a user and clicking on ‘Assign Roles’, selecting the desired role and clicking ‘Apply’ to save these settings.

How can I define User Permissions?

Easily assign user permissions to view, manage, delete, archive, import/export CRM Modules such as campaigns, leads, contacts, opportunities, targets, accounts and cases, as well as CRM Reports. You can easily configure these settings through ‘User Administration’ link by selecting a user and clicking on ‘Assign Permissions’, expanding a CRM Module, selecting the desired settings and clicking ‘Apply’ to save these settings.

How can I configure Organizational Hierarchy?

You can easily configure Organizational Hierarchy by clicking on the ‘My Organization’ link. You can view the organization chart to clearly identify user hierarchy levels in the organization. Assign users by simply dragging and dropping on the parent user to change the organization chart according to your requirements. It allows you to automatically configure access levels for different groups of users according to their position in the organization chart.

How can I monitor the user activities in Deskera CRM?

You can easily monitor user activities in the system using the ‘Audit Trail’ functionality which provides an Audit Log of parameters such as activity, user IP, username, timestamp of all user activities in CRM application. You can use filters related to CRM Modules to easily search activities related to accounts, campaigns, leads and more. Search-as-you-type functionality allows you to quickly search through Audit Trail records.

More

Is there any help available in Deskera CRM?

Deskera CRM offers complete assistance wherever you require through the following Help features:

  • Getting Started Tips: If you are new to Deskera, get a useful and quick tour of all major features through the Getting Started Tips. The tour will get you started with Deskera within minutes of logging in. Look out for the Getting-Started-Tips icon on the top right corner of your screen for viewing these tips.
  • Contextual Help: Whenever you need any help regarding any link/button, Deskera provides you with a unique feature wherein you have to just hover your mouse pointer over the link/button and view its details. my-links
  • Browse through our “Frequently Asked Questions” to find immediate answers to most of your queries.
  • Contact support@deskera.com.We are happy to help.
  • Find useful tips and tricks on Deskera Blog.

How can I use Deskera CRM Reports?

Deskera CRM Reports offers powerful Customer Intelligence that empowers you to analyze information regarding customer details and activities through a comprehensive list of standard reports such as Lead by Status, Cases by Status, Key Contacts and more.

  • Filter your reports on parameters such as dates. Use quick search to filter for specific key terms.
  • Export reports in convenient formats. You can easily customize the export format by defining templates.
  • View reports through intuitive graphs which renders a quick overview for the selected report.