Bpmonline customer centerUser guide

Contents1. Bpmonline customer center overview.......................................................................................................... 82. Getting started...................................................................................................................................................103. Bpmonline functionality .................................................................................................................................15

3.1. Bpm'online interface .................................................................................................................................163.2. Record pages .............................................................................................................................................193.3. Section analytics .......................................................................................................................................22

3.3.1. The Chart dashboard component..............................................................................................233.3.2. The Indicator dashboard component.......................................................................................263.3.3. The Speedometer dashboard component..............................................................................273.3.4. The List dashboard component .................................................................................................283.3.5. The Widget dashboard component..........................................................................................293.3.6. The Web page dashboard component....................................................................................293.3.7. Analytical reports...............................................................................................................................29

3.4. System designer ........................................................................................................................................313.5. User profile page......................................................................................................................................333.6. The command line ...................................................................................................................................343.7. The communication panel .....................................................................................................................36

3.7.1. Notification center .............................................................................................................................373.8. Lists ..............................................................................................................................................................42

3.8.1. Sorting records in a list.....................................................................................................................453.8.2. Setting up summaries by columns................................................................................................463.8.3. Setting up columns...........................................................................................................................49

3.9. How to delete records ............................................................................................................................543.10. Filters..........................................................................................................................................................57

3.10.1. Quick filter ..........................................................................................................................................573.10.2. Standard filter ...................................................................................................................................593.10.3. Advanced filter ..................................................................................................................................61

3.11. Folders and tags ...................................................................................................................................... 733.11.1. Working with tags............................................................................................................................. 733.11.2. Working with folders ....................................................................................................................... 76

3.12. Mini-pages................................................................................................................................................ 793.13. Time zones ...............................................................................................................................................833.14. How to work with attachments and notes .......................................................................................853.15. Working with emails...............................................................................................................................87

3.15.1. How to create an email ..................................................................................................................873.15.2. How to upload emails to bpmonline.........................................................................................883.15.3. How to process emails ...................................................................................................................893.15.4. How to run a business process by email ...................................................................................90bpmonline customer engagement center 1

User guide3.15.5. How the fields of uploaded emails are filled in ........................................................................913.15.6. How to set up rules for connecting emails to other system objects .................................. 92

3.16. Multilanguage support.......................................................................................................................... 943.17. How to search for duplicates and merge them.............................................................................. 97

3.17.1. How to conduct a global duplicate search................................................................................ 973.17.2. How to merge duplicates.............................................................................................................. 993.17.3. How to search for duplicates while adding contacts and accounts .................................. 1013.17.4. How to set up rules and schedule a global duplicate search ............................................. 1013.17.5. How to search for duplicates ......................................................................................................1023.17.6. Pre-configured rules for duplicates ...........................................................................................103

3.18. Access rights ...........................................................................................................................................1064. Bpmonline customer center configuration .............................................................................................109

4.1. The [Agent desktop] section................................................................................................................. 1104.1.1. Agent desktop analytics .................................................................................................................. 1104.1.2. Managing records displayed in the agent desktop via regular and blind queues ........... 1114.1.3. Sorting records in the agent desktop.......................................................................................... 1134.1.4. Processing cases from a regular queue in the agent desktop.............................................. 1134.1.5. How to handle cases from a blind queue in the agent desktop .......................................... 1154.1.6. How to handle call-derived cases in the agent desktop ........................................................ 117

4.2. The [Accounts] section ..........................................................................................................................1204.2.1. Account page ....................................................................................................................................1204.2.2. Finding and merging duplicates ..................................................................................................1254.2.3. Actions in the [Accounts] section ................................................................................................1264.2.4. Receiving account information from Facebook.......................................................................1264.2.5. How to merge several companies into one holding/company group ..............................1294.2.6. How to view the history of a holding/company group activities......................................... 131

4.3. The [Contacts] section ...........................................................................................................................1334.3.1. Contact page.....................................................................................................................................1334.3.2. Finding and merging duplicates ..................................................................................................1394.3.3. Actions in the [Contacts] section .................................................................................................1394.3.4. Receiving contact information from Facebook ........................................................................1404.3.5. Percentage of profile data completeness..................................................................................142

4.4. The [Activities] section ...........................................................................................................................1454.4.1. Calendar .............................................................................................................................................1454.4.2. Task page ..........................................................................................................................................1504.4.3. Actions in the [Activities] section .................................................................................................152

4.5. The [Services] section.............................................................................................................................1534.5.1. Service page ......................................................................................................................................153

4.6. The [Cases] section.................................................................................................................................1552

4.6.1. Case page.......................................................................................................................................... 1564.6.2. Creating a case................................................................................................................................ 1624.6.3. Case management process .......................................................................................................... 1624.6.4. How to notify the assignee/assignees group about the case.............................................. 1634.6.5. Processing a case............................................................................................................................ 1634.6.6. How to calculate response and resolution time...................................................................... 1684.6.7. Initial case management process setup .................................................................................... 1704.6.8. Automatic emailing setup............................................................................................................. 1704.6.9. Shared email account setup......................................................................................................... 1744.6.10. How to connect incoming emails to existing cases and create new incidents automatically1764.6.11. Analytics in the [Cases] section................................................................................................... 178

4.7. The [Knowledge base] section ............................................................................................................ 1794.7.1. Knowledge base article page........................................................................................................ 179

4.8. The [Feed] section................................................................................................................................... 1814.8.1. The [Feed] view ................................................................................................................................. 1814.8.2. The [Channels] view ....................................................................................................................... 183

4.9. The [Dashboards] section..................................................................................................................... 1864.10. The [Queues] section........................................................................................................................... 187

4.10.1. How to create and populate the dynamic queue.................................................................. 1874.10.2. How to create and populate a static queue........................................................................... 1904.10.3. How to set up a regular or a blind queue within the agent desktop................................ 1914.10.4. How to set up record sorting in a queue by the object columns to be displayed on the agent desktop. ............................................................................................................................................ 1924.10.5. Agent work load management.................................................................................................. 193

4.11. The [Calls] section ................................................................................................................................. 1984.11.1. Call page ........................................................................................................................................... 198

5. Self-service portal .......................................................................................................................................... 2015.1. Getting started.........................................................................................................................................2025.2. Self-service portal main page .............................................................................................................205

5.2.1. Widgets of the self-service portal main page...........................................................................2055.2.2. How to set up the self-service portal main page....................................................................207

5.3. How to administrate the portal .........................................................................................................2095.3.1. How to register a user...................................................................................................................2095.3.2. How to set up the self-service portal main page.................................................................... 2105.3.3. How to perform a preliminary setup of the portal (for on-site users).............................. 212

5.4. How to use the self-service portal .................................................................................................... 2145.4.1. How to use the self-service portal............................................................................................... 2145.4.2. Self-service portal main page..................................................................................................... 215bpmonline customer engagement center 3

User guide5.4.3. How to work with cases on the portal ......................................................................................2175.4.4. How to work with knowledge base articles on the self-service portal ..............................2255.4.5. User self-registration ...................................................................................................................2305.4.6. Password management ................................................................................................................231

6. Phone integration..........................................................................................................................................2346.1. Managing calls.........................................................................................................................................235

6.1.1. Outgoing call.....................................................................................................................................2356.1.2. Incoming call.....................................................................................................................................2376.1.3. Subscriber identification.................................................................................................................2376.1.4. Conversation mode ........................................................................................................................2396.1.5. Putting calls on hold .......................................................................................................................2396.1.6. Transferring calls to another number.........................................................................................2396.1.7. Video calls .........................................................................................................................................2406.1.8. Calls history ........................................................................................................................................2416.1.9. Call recording and playback .........................................................................................................2446.1.10. Agent status menu ........................................................................................................................245

6.2. Phone integration setup in bpmonline............................................................................................2466.2.1. Settings can be applied to Webitel base telephony...............................................................2466.2.2. How to integrate with Oktell........................................................................................................2476.2.3. How to integrate with Asterisk ....................................................................................................2486.2.4. How to integrate with Cisco Finesse ..........................................................................................2526.2.5. How to integrate with TAPI ..........................................................................................................2566.2.6. How to integrate with CallWay....................................................................................................2586.2.7. How to integrate with Infinity ......................................................................................................2606.2.8. How to integrate with Avaya .......................................................................................................262

6.3. Feature comparison for integration with different telephone systems.....................................2657. Mobile application.........................................................................................................................................268

7.1. Mobile application setup.......................................................................................................................2697.1.1. Installation and first login ...............................................................................................................2697.1.2. Online/offline modes......................................................................................................................2707.1.3. Mobile application settings ...........................................................................................................272

7.2. Mobile application wizard....................................................................................................................2757.2.1. Setting up the workplace list.........................................................................................................2757.2.2. Setting up mobile application section .......................................................................................277

8. Interface setup ...............................................................................................................................................2828.1. Section Wizard ........................................................................................................................................283

8.1.1. How to configure section properties...........................................................................................2848.1.2. How to set up section pages........................................................................................................285

8.2. Detail wizard............................................................................................................................................2934

8.3. Content designer....................................................................................................................................2958.3.1. How to create a web page using the content designer ........................................................296

8.4. Analytics setup ........................................................................................................................................2998.4.1. Setting up dashboards ...................................................................................................................3008.4.2. Dashboard components setup.................................................................................................... 301

8.5. How to set up the workflow bar ......................................................................................................... 3138.5.1. How to set up the workflow bar .................................................................................................. 3138.5.2. How to set up transition between stages ................................................................................. 315

8.6. The MS Word printables setup ........................................................................................................... 3168.6.1. Installing bpmonline plug-in for MS Word............................................................................... 3168.6.2. Registering the MS Word printable............................................................................................ 3178.6.3. Setting up the MS Word printable template............................................................................322

8.7. Workplaces setup ...................................................................................................................................3298.8. Logo customization ...............................................................................................................................3338.9. Color customization...............................................................................................................................334

9. Synchronization and import from other systems ..................................................................................3359.1. Data import ..............................................................................................................................................336

9.1.1. How to prepare a file.......................................................................................................................3369.1.2. How to import a customer database..........................................................................................337

9.2. IMAP/SMTP email integration.............................................................................................................3429.2.1. How to set up an IMAP/SMTP email service provider ...........................................................3429.2.2. How to configure email accounts in bpmonline ................................................................... 344

9.3. Integration with MS Exchange ............................................................................................................3479.3.1. Setting up the MS Exchange email service provider ..............................................................3479.3.2. Configuring MS Exchange accounts in bpmonline ...............................................................3509.3.3. Synchronization of the bpmonline contacts with the MS Exchange contacts ................3509.3.4. Synchronizing the bpmonline calendar with the MS Exchange calendar........................ 351

9.4. Integration with the Google service .................................................................................................3539.4.1. Bpmonline Cloud synchronization setup..................................................................................3539.4.2. Application registration for integration with Google .............................................................3559.4.3. How to set up synchronization of bpm'online contacts and activities with Google contacts and calendar................................................................................................................................................3599.4.4. How to synchronize bpm'online contacts with Google contacts .......................................3609.4.5. How to synchronize bpm'online activities with Google calendar ....................................... 3619.4.6. How to configure email accounts in bpmonline .................................................................... 361

9.5. Integration with social networks .........................................................................................................3629.5.1. Setting up bpmonline Facebook integration ...........................................................................3629.5.2. Setting up bpmonline Twitter integration................................................................................367

9.6. Synchronization of user accounts and roles with LDAP ...............................................................370bpmonline customer engagement center 5

User guide9.6.1. LDAP integration setup..................................................................................................................3709.6.2. Connecting LDAP elements to bpmonline users and roles ................................................3739.6.3. LDAP synchronization....................................................................................................................3759.6.4. Authentication using the NTLM protocol................................................................................376

10. Administration tools ....................................................................................................................................38010.1. Users and roles management .............................................................................................................381

10.1.1. The [Organizational structure] page..........................................................................................38210.1.2. The [Functional roles] page.........................................................................................................38310.1.3. User page.........................................................................................................................................38410.1.4. Actions in the [System users] section........................................................................................38610.1.5. Managing the functional roles....................................................................................................38610.1.6. How to add a new user in bpmonline .....................................................................................388

10.2. The [Objects permissions] section.....................................................................................................39110.2.1. The [Default permissions] detail of the [Objects permissions] section.............................39210.2.2. The [Access to object] detail of the [Objects permissions] section ..................................39310.2.3. The [Columns permissions] detail of the [Object permissions] section...........................39410.2.4. The [Access to object for external services] detail of the [Object permissions] section396

10.3. The [Operations permissions] section .............................................................................................39710.3.1. System operation page ................................................................................................................39710.3.2. System operations description...................................................................................................398

10.4. The [Lookups] section .........................................................................................................................40210.4.1. Lookup content page ...................................................................................................................40210.4.2. Lookup settings page...................................................................................................................40310.4.3. Description of lookups.................................................................................................................403

10.5. The [System settings] section ............................................................................................................40710.5.1. The system setting page ..............................................................................................................40710.5.2. System settings description ........................................................................................................408

10.6. The [Change log] section ....................................................................................................................41710.6.1. The [Setup log] action in the [Change log] section ...............................................................41810.6.2. The [View all changes in selected record] action in the [Change log] section...............41910.6.3. The [Clear log] action in the [Change log] section................................................................419

10.7. The [Audit log] section.........................................................................................................................42111. Deploying the bpm'online application on-site......................................................................................424

11.1. System requirements for on-site deployment................................................................................42511.1.1. Server-side system requirements ................................................................................................42511.1.2. Client-side system requirements ................................................................................................437

11.2. Installing the bpmonline application on-site .................................................................................43812. Bpmonline licensing ...................................................................................................................................452

12.1. Software licensing .................................................................................................................................4536

12.2. License distribution...............................................................................................................................455bpmonline customer engagement center 7

BPMONLINE CUSTOMER CENTER OVERVIEWBpmonline customer center can be used to handle a large range of tasks. These tasks can be groupedinto a number of functional blocks.

SINGLE DATABASE OF SERVICE RECIPIENTSBpmonline customer center uses ACCOUNTS and CONTACTS sections to maintain a commondatabase of the company's customers and suppliers, branches and employees. The application can beintegrated with social networks, allowing you to populate the contact database with information. Thefeatures include duplicates search and merge, customer segmentation and advanced analytics tools.

The [Accounts] section The [Contacts] section

SINGLE POINT OF CONTACTThe corporate social network is designed for any internal discussion about company-related mattersand posting news. Also, bpmonline customer center provides convenient means for maintaining yourwork schedule, planning future appointments and tasks. The ACTIVITIES and FEED sections aredesigned specifically for handling such tasks.

The [Activities] section The [Feed] section

MANAGING SERVICE CATALOGThe SERVICES section is designed as a single catalog of services provided by the service team. Here,you can assign the team, and specify the response and resolution time for handling cases related tothe service. The history stored together with the calculated information summary represent thecomplete view of providing the service.

The [Services] section

MANAGING CASESRegister all service requests, incidents, claims and complaints from customers in the CASES section.Here, you can schedule response and resolution time for each case, monitor the processing, and storeany feedback from service recipients. The system allows you to manage communication within a caseby sending email notifications and customer satisfaction requests.You can use customized analytics for estimating the efficiency of the service team and determining thebottlenecks in the process.

The [Cases] section

SELF-SERVICE PORTALIn bpmonline customer center, users can register cases on the SELF-SERVICE PORTAL without anyneed to contact the service team by phone or email. This reduces the workload of the service teamand increases the efficiency of processing the cases. Furthermore, customers can track the resolutionprogress of the case, chat with the service team, and search for a solution by themselves using theknowledge base.

Self-service portalbpmonline customer center 9

User guideMANAGING KNOWLEDGEThe KNOWLEDGE BASE SECTION is the source for solutions. Here you can store answers to frequentlyasked questions, excerpts from documents, company procedures and other information that may beuseful for work. The articles can be supplemented with files or links to web sources, consolidated infolders, and commented on.

The [Knowledge base] section10

GETTING STARTEDBefore getting started with bpmonline, go through these simple steps to set up your application forbest performance.You can configure any setting using the system designer. The functionality of the system designer isexplained in this video tutorial.

CONTENTS User interface setup Initial data entry Creating and licensing users Setting up permissions Setting up user interface Lookups and system settings Data import and recommendations on how to populate the sections Setting up email Self-service portal setup Queues setup Analytics setup

USER INTERFACE SETUPWe recommend you start by setting up your company logo and color customization.Upload your company logo to the application. This logo is displayed on the login pageand at the top right corner of the application window. You can also change the color ofthe side panel.Detailed information about setting up the company logo and the side panel color is

provided in the following articles:

Logo customization

Color customization

INITIAL DATA ENTRYInformation in bpmonline is arranged in sections with each containing certain types ofinformation. For example, the [Contacts] section is used to display records of thecompany's employees and customers, while the [Cases] section is used to register andprocess incidents and requests.Each section contains a list of individual records. Each record can be edited on a

separate page that contains record fields, tabs and details.To start working with bpm'online, add records to the following system sections:

1. The [Contacts] section add a list of employees and clients who will use the self-service portal.In the future these contacts will be used to register bpm'online users and portal users.

2. The [Accounts] section add your company in bpm'online.You can create your customer base manually or by data importDetailed information can be found in the following:bpmonline customer center 11

https://www.youtube.com/watch?v=oLb3WnZ82w4

User guideThe [Contacts] section

The [Accounts] section

CREATING AND LICENSING USERSTo grant your company's employees access to bpmonline, create system users for suchemployees and set up their user records. Users in bpmonline are created throughconnecting to previously created contacts. In addition, you can create users manually orby synchronizing with LDAP.You can create branches, departments and divisions Then, set up the functional roles to

reflect the job titles of your company's employees. For example, you can create an Agents functionalrole for the agents working in different branches of your company. Assign the organizational andfunctional roles to users to facilitate permissions distribution.After setting up the users, grant them licenses so that the employees can log in to the application.If you are using agent desktops, register portal users and provide them with the correspondinglicenses. If the users register on their own using the agent desktop, the system provides them with therequired licenses and rights automatically.For detailed information about creating, configuring and licensing users, please refer to the followingvideo tutorials and articles:

Creating and licensing users

Managing organizational structure and functional roles

Synchronization of user accounts and roles with LDAP

Self-service portal

How to add a new user in bpmonline

The [Functional roles] page

The [Organizational structure] page

SETTING UP PERMISSIONSTo grant data access to company employees in bpmonline, set up access rights to usesystem objects: sections, lookups and details. You can configure access for individualrecords and fields.You can also manage access to records based on the employee roles within theadministrative structure of the company or the position held. You can grant individual

access rightsor manage the access rights to system operations. For example, you can define the employees who willor will not have permission to create users, export data, edit lookup values and perform otheroperations.For detailed information about setting up permissions, please watch this video tutorial:

Setting up permissions12

https://www.youtube.com/watch?v=jLAa4qGt7Y0&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=5https://www.youtube.com/watch?v=jLAa4qGt7Y0&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=5https://www.youtube.com/watch?v=elSHuf3Aw8g&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=3https://www.youtube.com/watch?v=elSHuf3Aw8g&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=3https://www.youtube.com/watch?v=wveJoVcgaDo&index=4&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5https://www.youtube.com/watch?v=wveJoVcgaDo&index=4&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5

SETTING UP USER INTERFACEYou can configure each workspace, your list of sections and all subordinate items, suchas pages, tabs, details and fields to match your company's requirements. You can alsoset up how data is displayed within in the list and on the page. If you use a self-serviceportal, set up its main page to grant your customers access to the latest information orfrequently performed actions.

For detailed information about setting up the user interface in bpmonline, please watch these videotutorials and articles:

Section wizard

Detail wizard

List setup

How to set up the self-service portal main page

LOOKUPS AND SYSTEM SETTINGSMany fields in bpmonline can be populated with values from pre-configured lists whichare called lookups. For example, when you specify a contact type you can select one ofthe following values: Employee, Contact person or Customer. The lists of suchvalues are stored in lookups. Before you start working with the system, you can changethe contents of the lookups to match your company's requirements. You can create new

lookups if necessary.For cases to be automatically registered in bpm'online, go to the "List of mailboxes for caseregistration" lookup and enable the customer service email account.You can use the system settings in bpmonline to additionally customize your system. For example, youcan set up the base currency, configure LDAP synchronization parameters and enter default values forautomatic field population when creating records. Most of the system settings in bpmonline containpre-configured values. You can set custom values for certain settings.To be able to send email messages about the change of case status and registration of incidents,activate the following system settings:

a. [Auto-start the "Send an email message to a contact about changing case statusprocess].

b. [Auto-start the Register incident by incoming email process].c. [Customer support service Email] Set the email account specified in the system profile.

NOTEIf different accounts are specified in the profile and the customer support service Email system setting, emails and cases will not be sent automatically.

For detailed information about lookups and system settings, please refer to this video tutorial or thecorresponding documentation:

Managing system settings and lookups

Automatic emailing setup

The [Lookups] section

The [System settings] sectionbpmonline customer center 13

https://www.youtube.com/watch?v=my6q9UhDE08&index=17&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5https://www.youtube.com/watch?v=my6q9UhDE08&index=17&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5https://www.youtube.com/watch?v=aVCfV0CG2gg&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=19https://www.youtube.com/watch?v=aVCfV0CG2gg&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=19https://www.youtube.com/watch?v=awwAwUwTPhg&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=15https://www.youtube.com/watch?v=awwAwUwTPhg&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=15https://www.youtube.com/watch?v=MgDJxYpZ-Zk&index=6&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5https://www.youtube.com/watch?v=MgDJxYpZ-Zk&index=6&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5

User guideDATA IMPORT AND RECOMMENDATIONS ON HOW TO POPULATE THE SECTIONS

In bpmonline, you can quickly import your customer data and other information byimporting Excel files.We recommend you to import data immediately after you set up the permissions in thesystem, because default permissions are granted after a user is created. Records createdbefore permissions are set up will be administered without permissions.

We also recommend you to follow a fixed sequence of steps while populating the system sections.1. The [Contacts] section2. The [Accounts] section3. The [Services] section

For detailed information about how to import data from Excel, please refer to this video tutorial or thecorresponding documentation:

Excel data import

Data import

The [Services] section

SETTING UP EMAILYou can send and receive emails directly from bpm'onlinewith email integration and synchronization. The system enables you to integrate withemail providers using IMAP/SMTP protocols.Bpmonline customer center also contains automatic emailing. Emails are sentautomatically upon registration, processing, resolving or closing a case. Set up a

common mailbox for the technical support team, to automatically send emails. Create email bodyaccording to the needs of your business.For multiple users to be able to use a single email account, go to your profile page in the [Emailaccounts] section and select the [Allow multi-user] checkbox.For detailed information on integration with email providers and automatic emailing, please see ourvideo tutorial and articles:

Integration with the MS Exchange service

Integration with email services by the IMAP/SMTP protocol

Automatic emailing setup

Shared email account setup

How to set up an IMAP/SMTP email service provider

Integration with MS Exchange

SELF-SERVICE PORTAL SETUPSelf-service portal is designed for clients to self-register cases and find answers to themost frequently asked questions.14

https://www.youtube.com/watch?v=l-c6yDRgoekhttps://www.youtube.com/watch?v=l-c6yDRgoekhttps://www.youtube.com/watch?v=Wf9CPZdOu_4&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=2https://www.youtube.com/watch?v=Wf9CPZdOu_4&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=2

The bpm'online cloud portal setup is performed by a bpm'online technical support agent.The on-site applications portal setup is performed by your company's technical specialist.For detailed information about setting up the self-service portal, please watch this video tutorial:

How to administrate the portal

QUEUES SETUPUse queues to manage incoming and outgoing communications in bpm'onlinecustomer center. Manage the sequence of processing the cases and calls, define theparameters and priorities and assign the team of responsible agents.Configure the rules of the queue priority based on cases, customer history and yourcompany specifics. You can customize the queues for cases or other system objects.

For detailed information about setting up queues in bpmonline, watch this video tutorial:

The [Queues] section

ANALYTICS SETUPUse the dashboards section to display analytical data in bpm'online to evaluate keyperformance indicators. The dashboards are displayed in the [Analytics] view of eachsystem section, and in the [Dashboards] section.Using the dashboards you can display data as charts and diagrams, view totals, maximaland minimal indicators, generate lists of key records and many other. You can easily

customize the dashboards in bpm'online.For detailed information about setting up dashboards in bpmonline, watch this video tutorial:

Dashboards setupbpmonline customer center 15

https://www.youtube.com/watch?v=PiNjjPxqHC8&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=3https://www.youtube.com/watch?v=PiNjjPxqHC8&list=PLnolcTT5TeE08u9GbWA7R29awrDDANt-5&index=3

User guide

16

BPMONLINE FUNCTIONALITYCONTENTS

Bpm'online interface Record pages Section analytics System designer User profile page The command line The communication panel Lists How to delete records Filters Folders and tags Mini-pages Time zones How to work with attachments and notes Working with emails Multilanguage support How to search for duplicates and merge them Access rights

Bpm'online interfaceBPM'ONLINE INTERFACEThe bpm'online interface (Fig. 1) consists of the side panel, notification panel, command line and thecontent of the page that is displayed at the moment.

Fig. 1Bpmonline interface

THE SIDE PANEL (1)The side panel (or the section panel) is located in the left part of the screen and is used to navigatethrough the workplaces and sections. Also, the side panel contains buttons for quick access to thebasic system operations.

The side panel buttons the Home button contains a list of additional commands: [Main menu] opens the home page. The home page contains the list of all sections of the

application, and the links to the system designer and the user profile pages. [Run process] opens the process start window.

NOTEDetailed descriptions of the business process automation can be found in the bpmonline business process documentation.

[Collapse section panel]/[Expand section panel] manage the status of the side panel. [Workplace] the list of available workplaces. When you change a workplace, the list of

available sections in the side panel will change too. You can edit the list of workplaces andsections. Read more

[User profile] opens the user profile page. Read more [Exit] ends the current session. This command opens the login page.bpmonline customer center 17

User guide opens the process start window. If no process has been set up for this button, clicking it opens awindow containing the list of all business processes available in bpmonline. If there is at least processset up for this button, clicking it opens a menu containing additional commands:

[Run process] the list of main business processes available. [Another process] opens a window with the list of all business processes available in

bpmonline.

NOTEYou can set up the process start button in the [Process library]. Detailed descriptions of the [Process library] can be found in the bpmonline business process documentation.

opens the quick add menu. Select the needed command from the menu to open a new recordpage in the corresponding section.

NOTEThe menu structure can be set up using the [Quick add menu setup] lookup.

, collapses/expands the side panel. The collapsed panel displays action buttons and theicons of the current workplace sections. The expanded panel displays action buttons, section namesand the current workplace name.

Selecting a workplaceNavigation between the user workplaces is done using the menu on the side panel (Fig. 2). To makethe menu available, expand the side panel.

Fig. 2Selecting a workplace in the side panel menu

THE COMMUNICATION PANEL (2)The communication panel is located on the right side of the screen and is used for making andreceiving calls. It is also used for quick access to system notifications for the current user and to themessage feeds from other users. Read more

THE COMMAND LINE (3)The command line is used to search for records, add new ones, as well as to perform other actions byentering text commands. Read more

FOLDER AND FILTER AREA (4)The area is used to extend the settings of data filters, as well as to work with the folders of the sections.18

Bpm'online interfaceTHE WORKING AREA (5)Depending on the section and the selected view, the working area displays the list of section records(for example, the contact list in the CONTACTS section), the record page, the analytics tools of thecurrent section, as well as special pages, for example, the calendar in the ACTIVITIES section.

SEE ALSO The command line The communication panel Phone integration Filters Folders and tags System designer

VIDEO TUTORIALS Command line User profile System designerbpmonline customer center 19

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User guideRECORD PAGESAll information about the records contained on its page. There is no need to move on to other objectsin the system all the main functions are available on the record page.Each record page consists of several blocks with structured details containing profile relatedinformation, a tab array, toolbar and depending on the section, a workflow bar and action panel(Fig. 3).

Fig. 3 Record page

RECORD PROFILEThe most important information about a record is displayed on the record page in the main sections ofbpm'online.

CONNECTED RECORD BLOCK.Brief information about connected records, for example, client name, job title and mobile phonenumber in the profile enables you to look through all the key data of the connected record on thepage of the main record. A page can contain one or several profiles.If the connected record in the profile is not specified, you can select it from existing ones or create anew record. You can delete a record connection by clicking at the top right of the profile page.

WORKFLOW BARIn sections where records are maintained by a business process, a workflow bar is displayed. It enablesyou to see at what stage of the business process a record is, and quickly move on to the next stage.This makes the process intuitive and simple and helps you to focus on moving forward.The bar color changes depending on the stage. For example, the workflow bar is colored red if theopportunity is moved to [Closed lost] stage. 20

Record pagesNOTEStage color is configured in the [Lead stage] lookup.

ACTION PANELWith the actions panel you can always see scheduled tasks and with just one click proceed to youractivities, work with email or the feed. You don't need to leave the main section because all the workwith activity takes place in the mini-card. For sections that use business processes, you can also work with a list of tasks that are scheduledautomatically. You can work with the process, communicate with a client, or follow the opportunityhistory and lead registration data at the same time.Workflow bar enables you to:

Schedule a task

Send an email

Create a case in the self-service portal

Write a message in the record feed

Save call results on the current page.The action panel displays the following:

Activities not in a final state.

NOTEThe activity is in its final state when the [Final state] checkbox is selected in the [Activities states] lookup.

Activities connected to a section object in a specific field. For example, in the lead action panel,only tasks that contain the selected lead in the [Lead] field are shown.

Other elements of the business process can be displayed on the action panel as tasks: Autogenerated pages Pre-configured pages Question Object pages

THE TAB CARDDetailed information about the record is displayed on separate tabs. For example, the [History] tabcontains the history of activities, calls and messages, and information about connected records. The[Feed] tab contains user-published messages related to the record. These tabs contain fields, groupsof fields and details.

THE TOOLBARThe toolbar contains buttons to perform actions with the record.

You can save data, cancel changes or close page on the toolbar.bpmonline customer center 21

User guide The [Actions] button enables you to set access rights and subscribe to updates for a selectedrecord. With the help of the action menu you can also perform other tasks that depend on thesection, for example, update a contact with social network data, create an order based onopportunity, or send an invoice or order for approval.

The [Tags] button enables you to set tags to make searching more convenient and to grouprecords.

The [Print] button enables you to save information about a record in a separate file. Clickingthe button opens a list of print forms and reports available in this section. The list of data,displayed in the printed form, depends on the section. After you select a report or a printedform, the information from the record page is stored in a separate file in PDF format.

The [View] button opens the section wizard.

FIELDS AND DETAILSInformation can be displayed as a field or a detail.A field is an element displayed in the form of a certain value. The value can be specified in a textual,numeric, or logic format, in the format of date or time, and can also be selected from a list or a lookup. When selecting values from a list or a lookup, the system will offer a list of records starting with theentered value after entering a few characters. Similar fields can be grouped in field groups. You can minimize groups.A detail is an element about other objects connected to the selected record. Details are used whenthe main record may be connected to more than one record object. For example, the informationconnected to activity contact, addresses, documents, etc. Visually, a detail is different from a group field due to the presence of the toolbar for managing data(update and change records, sort, filter, configure details, etc).The records in a detail can have their own edit pages.

SEE ALSO Mini-pages Section Wizard22

Section analyticsSECTION ANALYTICSUse the bpmonline customer center analytics to analyze section statistics. There are several ways tovisualize statistics in the system, such as charts, calculated indicators and special lists. For example, youcan track the current status of the employees' tasks, display various ratings or any other importantsummary information as a number.To start working with analytics, open the ANALYTICS view of the needed section (Fig. 4), or go to theDASHBOARDS section.

Fig. 4Opening the [Analytics] view in the [Contacts] section

The information in the ANALYTICS view and in the DASHBOARDS section is displayed as a group ofelements that are called dashboards components. A dashboard component displays data in aparticular way, for example, as a chart or a number (Fig. 5).

Fig. 5The Indicator dashboard component example

Dashboard components are combined in a dashboard. Each dashboard corresponds to the relevantsection tab with the same title. To open a dashboard, click the corresponding tab (Fig. 6).

Fig. 6Selecting dashboard component

NOTESetting up dashboards and dashboard components is described in a separate chapter.bpmonline customer center 23

User guideNEXT IN THIS CHAPTER The Chart dashboard component

Diagram modeList modeDrill down

The Indicator dashboard component The Speedometer dashboard component The List dashboard component The Widget dashboard component The Web page dashboard component Analytical reports

VIDEO TUTORIALS Dashboard setup

THE CHART DASHBOARD COMPONENTThe Chart dashboard component displays system summary information. For example, it can showhow the accounts that your company does business with are grouped by type (Fig. 7).

Fig. 7The Chart dashboard component

The Chart dashboard component can also display data as a list.To manage how the data is viewed, use either the toolbar buttons located at the top-right of thedashboard component, or the chart context menu.

opens dashboard component menu. The list of the menu items vary depending on thedashboard component view mode. It is used to toggle between modes.

cancels the action performed in the dashboard component.The menu is used to show detailed information about any selected chart element, for example, a piechart sector or a histogram column.24

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Section analyticsNOTEChanges of the chart view made within a dashboard component (for example, switching to a list mode or changing the chart type) will not be saved when reloading the page. The system will save the changes made within the dashboard component list settings.

DIAGRAM MODEThe diagram mode of the Chart dashboard component is used by default.

In this mode, the button menu contains additional menu items: DISPLAY DATA switches the chart to the list mode. CHANGE CHART TYPE select one of the menu items to display the data using another chart

type (Fig. 8).

Fig. 8Selecting the chart type in the diagram mode

LIST MODEData in the Chart dashboard component can be displayed as a list (Fig. 9).bpmonline customer center 25

User guideFig. 9Chart dashboard component list mode

To switch to the list view mode, use the DISPLAY DATA item from the menu or from the chartelement menu.

If you select the DISPLAY DATA item from the menu of the dashboard toolbar, all data used forbuilding the chart will be displayed as a list.The DISPLAY DATA item of the chart menu displays only the data that the selected dashboardcorresponds to (for example, a sector or a column).

The set of items in the menu is different for the diagram mode and the list mode.Use the DISPLAY CHART item to return to the diagram mode (Fig. 7).

DRILL DOWNIn bpmonline customer center, you can bring up additional information about any chart element, suchas a column, an area, a segment. For example, you can build the Job titles in R&D department chartdrilling down the Employees by department column chart.Any element of the new chart can be drilled down as well. For example, you can display howdevelopers are grouped by their role in decision-making.To drill down a chart element:

1. Left-click the chart element you want to drill down.2. In the displayed menu, select the chart type (Fig. 10).26

Section analyticsFig. 10The diagram menu: selecting a chart type

3. In the opened window, specify the column the chart should be based on, for example, the [Jobtitle] column of the current object.As a result, the dashboard component will display how the employees of the R&D departmentare grouped by job title.To return to the previous chart, use the button of the chart menu.

THE INDICATOR DASHBOARD COMPONENTThe Indicator dashboard component (Fig. 11) displays a number or a date returned as a result of asystem query, for example, the number of people employed by your company.

Fig. 11The Indicator dashboard component

Indicators can display the following data types: The total number of either all or filtered records of a system object, for example, the number of

all bpm'online contacts.bpmonline customer center 27

User guide Minimum or maximum value of a numeric field or a data/time field, for example, minimum ormaximum call duration.

Sum or the average value of a numeric field, for example, the total amount of paid invoices, ifyour system enables you to manage invoices.

THE SPEEDOMETER DASHBOARD COMPONENTThe Speedometer dashboard component (Fig. 12) displays the number returned as a result of asystem query relative to the standard scale. For example, use this dashboard component to display thenumber of conducted meetings of a manager if the desired rate has been set up. You can also use it tomonitor the balance between the planned and actual number of calls per agent in a day.

Fig. 12 The Speedometer dashboard component

On the color schema, the red interval displays the minimum level of values, yellow the satisfactorylevel and green displays the sufficient level. The color of the speedometer circle depends on theinterval that the current value is in.Speedometers can display the following data types:

The total number of either all or filtered records of a system object, for example, the number ofconducted calls of an agent in a day.

Minimum or maximum value of a numeric field, for example, minimum or maximum callduration.

Sum or the average value of a numeric field, for example, the total amount of paid invoices, ifyour system allows you to manage invoices.

Setting up a speedometer standard scaleGo to the [How to display] field group on the speedometer designer page to set up the standard scaleof the speedometer.

1. In the [Style] field, specify the color of the speedometer title2. In the [Display order] field, select one of the following options: The more the better to

display, for example, the planned number of meetings, or The less the better to display, forexample, the average duration of a call.28

Section analyticsThe selected order will define how the standard intervals are located on the scale. If the firstoption is selected, the red interval will be displayed on the left. If the second display order isselected, the interval will be displayed on the right .

3. On the speedometer scale (Fig. 13), specify:a. The minimum value on the speedometer, for example, a manager has to conduct at

least 10 meetings per month;b. The average value on the speedometer, for example, 20-30 meetings.c. The maximum value is 40.

Fig. 13 Setting up a speedometer scale.

Once all fields on the [How to display] fields group are filled in, the color schema of thespeedometer will be displayed.

NOTESetting up the Speedometer dashboard component is similar to setting up the Indicator dashboard component and is described in a separate chapter.

THE LIST DASHBOARD COMPONENTThe List dashboard component (Fig. 14) displays system information as a list with the specifiednumber of records.

Fig. 14The List dashboard component

The list displays records of a particular object sorted by one of the additionally displayed columns.If any of the list columns is the primary one for its object, then the values in this column will bedisplayed as links to the corresponding records in the system. For example, [Account name] is theprimary column for the Account object, and [Subject] is the primary one for the Activity object.Account names and activity subjects will be displayed as links to the account and activity pagesrespectively.

NOTEColumns displayed in the List dashboard component do not have their own titles. It is recommended that you choose the dashboard component title so that it will reflect the contents of the displayed columns. More information about setting up the dashboard components can be found in a separate chapter.bpmonline customer center 29

User guideTHE WIDGET DASHBOARD COMPONENTThe Widget dashboard component contains additional widgets set up by a developer, such as theexchange rate module or the weather module.

THE WEB PAGE DASHBOARD COMPONENTThe Web page dashboard component is designed to display web pages on a dashboard. Forexample, a page of a search engine, an online currency converter or your corporate website.

Setting up the Web page dashboard componentTo set up the dashboard component, go to the web page designer page.

1. Specify the title of the web page in the corresponding field.2. In the [Page URL] field, enter the link to the website to be displayed on the dashboard. In the

link, specify the protocol type (http, https), for example, http://www.bpmonline.com.

NOTETo add a youtube video to the dashboard, use the link specified on the video page when the share button is clicked.

3. To configure the width or color of the dashboard component border, specify HTML styles in the[Styles] field. For example, if you enter the following parameters: border-width: medium;border-color: red, the border will be of average width and red color.

ANALYTICAL REPORTSAnalytical reports show summarized section information. For example, reports of the CONTACTSsection can be used to view the list of contact's noteworthy events or analyze the section datacompliance.Reports are available in the ANALYTICS view. To view the report:

1. Select a report from the [Reports] menu, for example, DATA ENTRY COMPLIANCE (Fig. 15).

Fig. 15Selecting a report

2. On the opened page, specify how the report should be created, for example, based on allsection records.

3. Click the [Create report] button (Fig. 16).30

Section analyticsFig. 16Selecting the method of forming the report

As a result, your browser will start downloading the report file in PDF format.bpmonline customer center 31

User guideSYSTEM DESIGNERSYSTEM DESIGNER comprises the bpmonline configuration tools. To open the system designer, clickthe button in the top right corner of the application or click the [System designer] link on thebpmonline home page.

PROCESSESProcess management tools

NOTEDetailed descriptions of the business process management can be found in the bpmonline business process documentation.

USERS AND ADMINISTRATIONTools for registering users, distributing access rights and auditing the system operations.

IMPORT AND INTEGRATIONRecords import and data synchronization features.

Process library Opens the [Process library] section where you can edit your existing process diagrams and create new ones. The section contains a process log.

Process log Opens the [Process log] section for managing running processes and viewing statistics on completed processes.

User and role administration

Opens the [Users] section where you can set up the roles structure for your company, register users and sort the employees by role. Read more

Object permissions Opens the [Object permissions] section where you can set up user rights and roles for operations with system object. For example, rights for changing and deleting records in the "Account" or "Contact" object. Read more

Operations permissions

Opens the [Operations permissions] to set up user rights and roles for different system operations. For example, you can set up your workplaces or Excel import parameters. Read more

Audit log Opens the [Audit log] page containing information about the events that occur in the system, for example, user authorization, modifying the user role structure, modifying access rights to objects. Read more

Excel data import Opens the import setup window that you can use to import records from an Excel file to your system. Read more

LDAP integration setup Opens the LDAP integration page that you can use to automatically register users in bpmonline as they register in a domain and to enable domain authorization. Read more 32

System designerSYSTEM SETUPUser tools for bpmonline configuration setup

INTERFACE SETUPAdditional tools for setting up bpmonline interface.

ADMIN AREADeveloper tools for setting up bpmonline configuration.

NOTEDetailed descriptions of the developer configurations can be found in the bpmonline platform development documentation (SDK).

VIDEO TUTORIALS System designer

Lookups Opens the [Lookups] page that allows you to set up values for different lookups used in the system. For example, "Job titles", "Industries", "Activity categories" and so on. Read more

Section wizard Opens the section wizard that allows you to create and set up your own sections in bpmonline. Read more

Detail wizard Opens the detail wizard that allows you to create and set up new details to be included in the bpmonline sections. Read more

Mobile application wizard

Opens the wizard that allows you to configure your bpmonline mobile application. Read more

Workplace setup Opens the page where you can set up the structure of workplaces to be available on the side panel. Read more

Logo customization Opens the page that allows you to change the logos displayed in the application. Read more

Color customization Opens a separate page that allows you to change the color of the side panel. Read more

Advanced settings Opens a separate workplace containing a set of developer tools to configure bpmonline. bpmonline customer center 33

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User guide

34

USER PROFILE PAGEThe profile page is used to set up individual settings for current user.There are several ways to open the user profile page:

Choose the [User profile] option from the main menu. Click the [Profile] link on the home page. Click the profile picture at the top right corner of the window and select [Your profile].

NOTEThe system automatically saves custom interface settings, such as list columns layout, parameters for sorting records, etc. For each section, it also saves the information about active system views (sections will open in the views that were selected for them previously).

SEE ALSO Phone integration IMAP/SMTP email integration Integration with MS Exchange Integration with the Google service Integration with social networks

VIDEO TUTORIALS User profile

Change password Click this button to change your account password in bpmonline. You will need to re-enter current password.

Localization Select the interface language. This affects only common interface captions and does not change the language of the section records and lookup values.

The command line settings

Set up the list of additional commands recognized by the bpmonline command line, for example, commands that are used for viewing a list of your tasks or any other group of records. These commands are custom so they are only available for the users who added them.

Configuring the Call Center parameters

Configure agents telephony parameters, such as telephony server address, phone line, login and password.

Email accounts To send and receive email messages in bpmonline, set up the parameters of your email accounts using the [Email accounts] button. Here you can also view the number of new messages that has been received in each of your mailboxes.

Accounts in external resources

You can synchronize bpmonline contacts with your Google contacts, as well as bpm'online tasks and meetings with your Google calendar. Facebook and Twitter can be used to search for additional data and contacts within your social networks.

Restore default settings

Restore default interface settings, such as column layouts in section lists, parameters for sorting records, etc.

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The command lineTHE COMMAND LINEUse the bpmonline COMMAND LINE (the field labeled What can I do for you?) to quickly access thefrequently used operations, such as customer search, opening a record page or running a businessprocess.Type in which action you need and click GO or press the [Enter] key. For example, enter the commandCreate Contact to instantly open a new contact page or Run Process to launch the correspondingbusiness process.The command line can recognize several variations of the same command. For example, both theCreate Contact and the Add Contact are both valid commands.The command line is similar to the search line of web search engines. If you enter a partial command,the system will offer you a list of several options. For example, if you enter Create A, the system willoffer the following options: Create Account and Create Activity.

CONTENTS Navigation Searching for records Creating records Running business processes The command line setup

NAVIGATIONYou can use the GO TO SECTION command of the command line to quickly display contents of anyfolder in any section. For example, while working with the Activities section you can easily open theCustomers folder of the Accounts section. To do so, enter the command: Go to section AccountsCustomers.When you enter the command, the drop-down list will display commands for opening other folders inthat particular section.

SEARCHING FOR RECORDSTo search for records, enter the SEARCH command in the command line. The drop-down list willdisplay commands that can be used to search for records of various types, such as Search Contact,Search Activity, etc.You can also run a quick search of contacts, accounts or records of the opened section by simplyentering the needed text, for example, title of a knowledge base article or a person's name.

CREATING RECORDSTo create records from the command line, use the ADD command. When you enter it, the drop-downlist will display commands for creating records in various sections, such as Add Activity, AddContact, etc.The name of the new record can also be specified as part of the command. For example, enter AddContact Jones in order to create a contact whose last name is Jones. As a result, a contact page willbe opened containing Jones in the [Contact name] field.bpmonline customer center 35

User guideRUNNING BUSINESS PROCESSESTo start a business process, enter the RUN PROCESS command and the process name in thecommand line. For example, if there is a New employee registration process set up in the system,enter the Run process New employee registration.

NOTEThe list of processes available for selection in the command line is defined in the [Process library] section. Managing your business processes is described in a separate book.

THE COMMAND LINE SETUPTo create new commands for the command line, enter: ADD CUSTOM COMMAND. You can specifythe command text (for example, My tasks), select the key word (for example, Go to section) andthen stipulate additional parameters depending on the selected key word (for example, you canchoose the [Activities] section and dynamic folder My tasks).Key words represent types of operations that can be performed by the command line.

Search for finding records. Go to section for navigating through sections and folders. Add for creating records in system sections. Run process for launching a business process.

VIDEO TUTORIALS Command line36

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The communication panelTHE COMMUNICATION PANELUse the COMMUNICATION PANEL to deal with the customers and colleagues with no need to switchfrom your current tasks. Make calls, process emails and use corporate social network easily. Thereminders and system notifications will make sure you never miss any thing and you can work with.

Fig. 17 The communication panel

The communicational panel consists of the following tabs:

CTI PANEL. The telephony tool in bpm'online. Make and receive calls directly in thesystem.

EMAIL. Use the tab to work with your emails. Send and receive emails and connectthem to other objects in the system. Read more

FEED. Displays the messages of the FEED section. Use the tab to view messages youfollow, as well as to add new messages and comments. The functionality is identical to thefunctionality of the [Feed] section.

NOTIFICATION CENTER. Displays notifications about events stored in the system. Readmore

SEE ALSO Notification center

How to process notifications in a pop-up windowHow to work with remindersHow to work with feed notificationsHow to work with noteworthy event notificationsHow to work with system messages

SEE ALSO Managing calls Working with emails The [Feed] sectionbpmonline customer center 37

User guideNOTIFICATION CENTER

Click the button in the communication panel to open a notification center in bpm'online. In thissection you will find notifications about activities, comments to your records or mentions in a corporate

social network, system notifications. The number on the button displays a total number of newmessages in the notification center. Information messages are displayed on separate tabs:

reminders created for you by activities. Read more

notifications about events connected to your posts in corporate social network. Forexample, if you were mentioned in a post, received comments on your record in the feed orsomebody liked it. Read more

notifications about the noteworthy events of contacts and accounts. Read more

system messages about completed actions in the system. For example, informationabout import results. Read more

Reminders active until they are processed. Feed notifications, information messages about noteworthyevents and system notifications are considered to be read by switching to the corresponding tab. Thehistory of the notifications is stored on the tab during the month after they are created. The readnotifications are not added on the tab count and in the common notification center count.

NOTEThe period of time that read notifications are stored in the system can be modified in the "Notification storage period (days)" system setting. The period is 30 days by default.

SEE ALSO How to process notifications in a pop-up window How to work with reminders How to work with feed notifications How to work with noteworthy event notifications How to work with system messages

HOW TO PROCESS NOTIFICATIONS IN A POP-UP WINDOWAll information messages of the notification center are displayed as pop-up windows. They aredisplayed only once. The notifications received after a log off from bpm'online will be displayed in thepop-up windows upon the next log in.

NOTEThe first time your browser may ask you permission to display pop-up windows. If the pop-up windows are not displayed, check the settings of your browser. Pay attention that the pop-up windows are not supported in Internet Explorer.

To hide the notification, click the button of the pop-up window. By doing this, the notification will beconsidered to be unread and will be added to the number of the unread notifications on thecorresponding tab.To open a page for a notification, click the banner in the pop-up window.38

The communication panelTo disable notifications being displayed as pop-up windows, click the [Notification display isforbidden] button in your user profile.

SEE ALSO How to work with reminders How to work with feed notifications How to work with noteworthy event notifications How to work with system messages

HOW TO WORK WITH REMINDERSYou will not miss the upcoming meetings or deadlines using the REMINDERS. All reminders that are

due are displayed on a separated tab in the notification center. To view reminders, go to the tab.The tab number displays the total number of your active (unprocessed) reminders.Create a reminder on the invoice or activity page by checking the checkbox in the [Reminders] fieldsgroup.

DATA THAT IS DISPLAYED IN REMINDERSThe reminders display activities of any category ("Meeting", "To do", etc.) that meet thecorresponding criteria:

you are the owner or the author of the activity; the activity has the "Not started" or "In progress" status; you or any other system user created a reminder on this activity for you.

The reminder contains the title of the task, the date, the customer of an activity. An icon shows if anactivity is a meeting or a call.The key information in the reminder is displayed as hyperlinks. Click the task title to view its page.

HOW TO CREATE A REMINDERCreate reminders for invoices in the [Reminders] fields group of the record page. To create a reminderfor the activity:

1. Open the page of the activity that you wish to create a reminder for.2. Check the checkbox in the [Reminders] fields block:

a. Select the [Remind owner] checkbox to create a reminder for the user specified in the[Owner] field of the page.

b. Select the [Remind author] checkbox to create a reminder for the user specified in the[Author] field.

3. Specify the date and time when the reminder should be displayed for the user.4. Save the record.

If the activity is not completed, the notification will be displayed in the notification center at thespecified time for the user selected in the [Owner] or [Author] field.bpmonline customer center 39

User guideHOW TO PROCESS A REMINDER

All the notifications on the tab of the notification center are active until they are processed. Youcan cancel the reminder or postpone it. You can also process all the reminders at once or eachseparately.To postpone a reminder to a later period, select the [Postpone] option from the menu and specifythe time (Fig. 18). The reminder will not be displayed in the list and the number of unread reminderswill decrease. The reminder will be renewed at the end of the time specified.

Fig. 18 Postponing a reminder to a later period

To cancel a reminder, select the [Cancel] option from the menu (Fig. 19). The reminder will not bedisplayed in the notification center any more.

Fig. 19 Cancelling a reminder

NOTEThe reminder will be cancelled automatically if the activity moves to its final "Completed" status.

To simultaneously process all reminders, use the [Postpone all] or [Cancel all] option on thenotification tab.

SEE ALSO How to work with feed notifications How to work with noteworthy event notifications How to work with system messages How to process notifications in a pop-up window40

The communication panelHOW TO WORK WITH FEED NOTIFICATIONSYou will be informed if someone mentioned you in the post, commented on your post in the feed or

liked it. The feed notifications are displayed on the tab in the notification center. The number onthe tab displays the total number of unread feed messages.The tab informs about the following events:

Someone commented on your message in the feed section; Someone mentioned you in a message or in a comment; Someone liked your post or comment.

After opening the tab, all new notifications will be marked as read and will not be displayed on the tab.If a new notification is received when the tab is open, the notification will be marked with the gray colorand it will be added to the notification count. Click a notification to mark it as read.

SEE ALSO How to work with reminders How to work with noteworthy event notifications How to work with system messages How to process notifications in a pop-up window

HOW TO WORK WITH NOTEWORTHY EVENT NOTIFICATIONSBpm'online reminds you about upcoming noteworthy events of your colleagues and customers. Don't

miss your customers birthday or an accounts company foundation day using the tab in thenotification center. The tab count displays the total number of unread notifications for noteworthyevents.

DATA THAT IS DISPLAYED IN NOTEWORTHY EVENTS

The tab notifies you about birthdays or foundation days of accounts for the current day or thenext two days. The weekends are not considered. For example, if a customer is having a birthday onMonday, the system will notify you about this event on Thursday.

NOTEUse the "Noteworthy events notification period, days" system setting to change the period of time for noteworthy events notification. The period is two days by default.

A history of read notifications for noteworthy events is stored on this tab for a month.You will receive notifications for the following contacts and accounts:

Contacts and accounts for which you are an owner. Contacts of type "Employee" or those for whom "Our company" is specified as an account. The main contacts of the accounts for which you are an owner. Contacts and accounts specified for the orders of which you are an owner. Orders with "Draft",

"Confirmation" and "In progress" status are considered. The contacts and accounts specified in opportunities for which you are an owner (by the

[Customer] field and the [Contacts] detail of the opportunity). The opportunities that are not atbpmonline customer center 41

User guidethe final stage are considered and those which were completed successfully during theprevious half-year.

NOTEUse the "Noteworthy event notification period for opportunity participants, months" system setting to change the period of time of successfully closed opportunities to notify about the noteworthy events. The period is six months by default.

The contacts and accounts specified in activities for which you are an owner (by the [Account]field and the [Participants] detail of the activity). Only activities that are not having a final statusare considered.

The noteworthy event notification list is updated every 24 hours. You will receive a notification aboutthe upcoming event at once if you were assigned as the owner for a contact, account or opportunity.

HOW TO PROCESS A NOTIFICATION FOR THE NOTEWORTHY EVENTTo view additional information about a contact or an account, click a hyperlink in the notification. Acontact or account p