Contents

• Introducing Infor CRM Web Client
  • Third Party Software, Trademarks and Registered Trademarks
  • What's New In This Release
  • Using the Help System
    • Assumptions and Conventions
    • New User Tips
• Getting Started with the Infor CloudSuite CRM Web Client
  • Signing in to Infor CRM Web Client
  • Using Regional Format
  • Editing User Options
  • Related Documentation
  • Understanding the Infor CRM Web Client Workspace
• Administration
  • System management
    • Using the Office Profile Detail view
    • Office Profile Financial Settings Tab
    • Office Profile Email Setup tab
      • Setting up SMTP email
  • Manage resources and qualifications
    • Managing Resources
    • Using the Resource Detail view
    • Managing Qualifications
    • Using the Qualification Detail View
  • Manage entities and groups
    • Using the Entity Manager
      • Creating a New Entity
      • Add a Field View
        • Adding a Field
        • Editing a Field
      • Adding Filters
      • Editing a Filter
      • Adding Metrics
      • Editing Metrics
    • Using the Group Manager
  • Administrative checklists
    • A New Employee Needs Access to Infor CRM
    • A User Leaves or No Longer Required Infor CloudSuite CRM
    • A User Takes Extended Leave
    • A User Returns From Extended Leave
  • User Detail View
    • Understanding Users
    • Using the Users List View
    • User Detail View
    • Adding a User
    • Activating or Deactivating a User Login
    • Changing a User's Profile
    • Change a Password (Administrator)
      • Changing a Password in Users View
      • Changing A Password in Options
    • Other Calendars Tab
      • Allowing Access to Another User's Calendar
      • Modifying Access to Another User's Calendar
      • Removing Access to Another User's Calendar
  • Teams and departments
    • Working with Teams
    • Understanding a Team
      • Creating a Team
    • Adding Team Members
      • Adding Team Members Using Team Detail view
      • Adding Multiple Team Members Using List View
    • Removing a Team Member
    • Replace a Team Member in all the Teams
    • Creating a Department
  • Pick List Detail View
    • What are Pick Lists?
    • Adding a Pick List
    • Managing Items in a Pick List
  • Job manager
    • Job Manager List View
  • Role Detail View
    • What are Roles and Secured Actions?
    • Creating a Role
  • Integrations
    • Using Integrations
    • Using the SData Sync Configuration View
      • Configuring SData
    • Using the Integrations List View
    • Using the Integration Detail View
    • Integrations Links Tab
    • Sync Jobs List View
    • Sync History List View
    • Custom Field Mappings Tab
    • Field Mappings Tab
    • Back Office Extension
      • What is Back Office Integration?
      • Configuring Back Office Extension Integration
      • Back offices
        • Using the Back Office Detail View
        • Adding a Back Office
        • Adding an Accounting Entity (Back Office Extension)
        • Editing an Accounting Entity (Back Office Extension)
      • ION BOD mapping
        • Using the BOD Mappings Detail View
        • Adding a BOD Mapping (Back Office Extension)
      • ION field mappings
        • Using the Field Mapping Detail View
        • Adding a Field Mapping
      • Person
        • Using the Persons List View
        • Using the Person Detail View
        • Adding or Editing an ERP Person (Back Office Extension)
        • Sales Persons Tab
      • What is System of Record?
    • Marketo overview
      • The Marketo Synchronization Maps tab
      • Adding a new Entity Map
      • Marketo Synchronization Map Detail view
      • The Marketo Map Fields tab
      • The Edit Map Field window
      • The Marketo Activity Types tab
      • Modifying the Activity Type
      • Marketo Session Log List view
      • Marketo Session Log Detail view
      • The Session Errors tab
      • Viewing the Error Details
      • Marketo Sales Insight tab
      • Marketo Lead Detail view
      • Promoting a user to Marketo
      • Opportunity Marketo Details tab
      • Account Marketo Details tab
      • Running the Marketo ad hoc jobs
      • Running the Marketo scheduled jobs manually
      • What is Marketo Partitions
        • Marketo Partitions Tab
        • Marketo Partitions Configure Pop-up
    • Google Integration
    • Outlook sync
      • Setting Infor CRM Advanced Options
      • Configuring Outlook Sync Integration
    • CPQ
      • Infor CPQ Overview
      • Enabling CPQ
      • Configuration Groups Tab
      • Creating Configuration Groups
        • Editing Configuration Groups
      • Viewing or Editing CPQ Details
      • Using Infor CPQ
        • Sales Orders and Quotes
          • Sales Order and Quote Products Tab
          • Editing Product Information
        • Opportunities
          • Opportunity Products
          • Editing Opportunity Product Information
    • Configuring Sales Intelligence Integration
    • The EQ Configuration tab
    • LinkedIn Sales Navigator
      • Integrating with LinkedIn Sales Navigator
      • Integrating with LinkedIn Sales Navigator Cloud Edition
      • Using the Sales Navigator Tab
    • Workflows
      • CRM Workflows
        • What are CRM Workflows?
        • Configuring CRM Workflows
        • Integration Workflows Tab
        • Adding a Workflow
        • Copying a Workflow
        • Deleting a Workflow
        • Using the Workflow Definition Detail View
        • Setting Trigger Conditions for a Workflow
        • CRM Workflow Steps tab
        • CRM Workflow Properties Tab
        • Deleting a CRM Workflow Step
      • ION Workflows
        • What are ION Workflows?
        • Configuring ION Workflows
        • Integrations Detail view ION Workflows tab
        • Adding a Workflow
        • Copying a Workflow
        • Deleting a Workflow
        • Using the Workflow Definition Detail View
        • The ION Workflow Definition Audit tab
        • The ION Workflow Field Mappings tab
        • Configuring a Standard ION Workflow
        • Active ION Workflows tab
        • Creating a new ION Workflow
        • Setting Trigger Conditions for a Workflow
        • Triggering a Workflow Manually
        • Creating ION Workflow field mappings
        • Using a Standard ION Workflow
        • Cancelling an ION Workflow
        • Promotion Failure Notification Workflow
    • Using the Swagger API Docs View
  • Using Check for Duplicates
• What Are Contacts?
  • Using the Contact List View
  • Using the Contact Detail View
  • Adding Contact and Account Information
  • Adding a New Contact and Account
  • Editing a Contact
  • Deleting Contacts
  • Moving a Contact
  • Importing Records
    • Opening the Record Import view
    • Importing a List Using a Template
    • Importing a List Without Using a Template
  • What is Infor CRM Sales Intelligence?
• What are Accounts?
  • Using the Account List View
  • Using the Account Detail View
  • Account Hierarchy
  • Adding a New Account
  • Account Association Detail View
  • Editing an Account
  • Deleting an Account
  • What is Infor CRM Sales Intelligence?
  • Promote to Back Office
• What Are Opportunities?
  • Using the Opportunity Detail View
  • Using the Opportunity List View
  • Adding a New Opportunity
  • Editing an Opportunity
  • Closing an Opportunity
    • Closing an Opportunity (won)
    • Closing an Opportunity (lost)
  • Deleting an Opportunity
  • Opportunity Pricing Web Services
• What Are Forecasts
  • Using the Forecasts List View
  • Using the Forecast Detail View
  • Adding a Forecast
  • Editing a Forecast
  • Deleting a Forecast
  • Using the Forecast Pipeline View
  • Using the Forecast Audit
  • Using the Forecast Worksheet
  • Including Opportunities in Forecast
  • Opportunity Tab - Forecast Detail view
  • Forecast Snapshots
  • Taking a Forecast Snapshot
• What are Quotas
  • Using the Quotas List View
  • Using the Quota Detail view
  • Adding a Quota
  • Copying a Quota
  • Editing a Quota
  • Deleting a Quota
  • Opening Quotas without a description
• What Are Sales Orders?
  • Using the Sales Order List View
  • Using the Sales Order Detail View
  • Adding a Sales Order
  • Editing a Sales Order
  • Copying a Sales Order
  • Promoting to Back Office
• Quotes
  • Using the Quotes List View
  • Using the Quote Detail View
  • Adding a Quote
  • Promoting to Back Office
• Using Widgets
  • Configuring a Charting Widget
  • Configuring the Group List Widget
  • Configuring a Links List Wizard
  • Configuring the SData Widget
  • Configuring the Website Widget
  • Configuring the Web Feed Widget
  • Introducing Dashboards
  • Working with Dashboards
    • Adding a New Tab
    • Copying a tab
    • Deleting a Tab
    • Showing a Tab
    • Sharing a Tab With Other Users
    • Modifying Tabs and Columns
  • Introducing Widgets
    • Using a Funnel Chart
• Customer Service Overview
  • What are Tickets?
    • Using the Ticket List View
    • Adding a New Ticket
    • Using the Ticket Detail view
    • Editing a Ticket
    • Closing a Ticket
    • Deleting a Ticket
  • What are Contracts?
    • Using the Contract List View
    • Using the Contract Detail View
    • Adding a Contract
    • Making a Contract Inactive
    • Contract Types Working with Contracts
  • What are Defects?
    • Using the Defect List View
    • Using the Defect Detail View
    • Adding a Defect
    • Closing a Defect
  • Working with Returns
    • Using the Return List View
    • Using the Return Detail View
    • Adding a Return
    • Closing a Return
  • What Are Assets?
    • Adding an Account Asset
  • Configuration
    • Setting Customer Service Options
    • Managing Area/Category/Issue Values
      • Adding Area/Category/Issue
      • Editing Area/Category/Issue
      • Copying Area/Category/Issue
      • Deleting an Area/Category/Issue
    • Adding a Defect Activity Rate
    • Adding a Ticket Rate
• What are Activities and Events?
  • Working with activities
    • Scheduling or Editing an Activity
      • Scheduling an Activity
      • Editing an Activity
    • Completing an Activity
    • Completing an Activity from the Menu
    • Completing Multiple Activities
    • Deleting an Activity
      • Deleting Multiple Activities
    • Using the Activities List View
  • Working with events
    • Scheduling an Event
    • Editing an Event
  • Setting Calendar Options
  • Using the Calendar
• What are Contact Processes?
  • Using the Process Manager
  • Scheduling a Process
• Sales Processes
  • Updating Sales Process Stages
  • Finding Sales Processes
• Marketing
  • Leads
    • Using the Lead List View
    • Using the Lead Detail View
    • Adding a Lead
    • Importing Leads from a List
    • Qualifying a Lead
    • Deleting Leads
  • Adding a Campaign
    • Deleting a Campaign
    • Copying a Campaign
    • Launching a Campaign
    • Using the Campaign Detail View
    • Using the Campaign List View
  • What are Campaign Targets?
    • Managing Campaign Targets
      • Using Filters to Add Targets to a Campaign
      • Using Groups to Add Targets to a Campaign
  • Campaign Stages/Tasks Tab
    • Adding/Editing/Completing Campaign Stages
      • Adding Campaign Stages
      • Editing Campaign Stages
      • Completing Campaign Stages
    • Adding/Editing/Completing Campaign Tasks
      • Adding Campaign Tasks
      • Editing Campaign Tasks
      • Completing Campaign Tasks
• Mail Merge
  • Templates Overview
  • Using the Write Menu
  • Writing and Sending an Email Message
    • Writing an Email Message
    • Writing an Email Message using a Template
  • Writing and Sending a Fax Message
  • Writing and Sending Letters or Memos
  • Printing Address Labels or Envelopes
    • Creating and Printing Address Labels or Envelopes
    • Printing an Address Label or Envelope for a Letter
    • Printing Address Labels or Envelopes for Mail Merge
  • Viewing Invalid or Failed Merge Information
• What are Reports?
  • Report Preview
  • Running a Report
• SpeedSearch
  • Using SpeedSearch from the Menu Bar
  • Searching for Information
• What are Groups?
  • Saving a Lookup as a Group
  • Adding an Ad Hoc Group
  • Modifying Groups
  • Sharing Templates with Other Users
    • Removing access to a shared template
    • Updating a Shared Template
  • Exporting Records to a File
  • Adding an Advanced Query Group
• What is the Query Builder?
  • Opening Query Builder
  • Viewing the SQL Version of a Query
  • Query Builder tabs
    • Setting Query Builder Properties
    • Query Builder Conditions
      • Adding a Conditional Statement
      • Editing a Conditional Statement
      • Deleting a Conditional Statement
    • Query Builder Layout
      • Adding a Field in a Layout
      • Editing a Field in a Layout
      • Deleting a Field in a Layout
      • Reordering a Field in a Layout
    • Query Builder Sorting
      • Adding the Sorting Criteria
      • Reordering the Sorting Criteria
      • Deleting the Sorting Criteria
    • Query Builder Defaults
  • Joining Tables
    • Guidelines for Using Joins
    • Global Join Manager
  • Using Calculated Fields
    • Adding Calculated Fields
    • Editing Calculated Fields
    • Deleting Calculated Fields
• Using Integrations
  • Integrating with outlook
    • Infor CRM and Outlook
    • Configuring Outlook Sync and Outlook Integration
      • Setting Infor CRM Connector Connection Options
      • Setting Infor CRM Connector Sync Options
      • Setting Infor CRM Connector Address Book Options
      • Setting Infor CRM Connector Send to CRM/Record to History Options
      • Setting Infor CRM Connector Logging Options
    • Using Outlook Integration
    • Using Outlook Synchronization
      • Contact synchronization
        • Understanding Contact Synchronization with Microsoft Outlook
        • Creating a Contact Sync Group
        • Selecting Infor CRM Contacts to Synchronize with Microsoft Outlook
        • Contact Synchronization Scenarios for Microsoft Outlook
        • Adding Contacts from Microsoft Outlook to Infor CRM
      • Calendar Synchronization
        • Understanding Calendar Synchronization with Microsoft Outlook
        • Calendar Synchronization Scenarios for Microsoft Outlook
  • Integrating with Back Office extension
    • Invoices
      • Using the Invoices List View
      • Using the Invoice Detail View
    • Shipments
      • Using the Shipments List View
      • Using the Shipment Detail View
    • Receivables
      • Using the Receivables List View
      • Using the Receivable Detail View
    • Bill-to
      • Using the Bill To Detail View
    • Ship-to
      • Using the Ship To Detail View
    • Pay-from
      • Using the Pay From Detail View
    • Using Infor CRM as System of Record
    • Overview of Normalization
    • Using the Normalization functionality
      • Normalizing the existing data
      • Enabling the Normalize Base Currency Values custom setting
      • Refreshing the rates for Open records
    • Dated Exchange Rates overview
      • Enabling Dated Exchange Rates functionality
      • Creating periods
      • The Period Detail view
      • Using the Periods tab
      • The Exchange Rates tab
      • Normalizing records using the Bulk Update option
  • Calendar Synchronization
    • Understanding Calendar Synchronization with Microsoft Outlook
  • Contact synchronization
    • Understanding Contact Synchronization with Microsoft Outlook
    • Creating a Contact Sync Group
    • Contact Synchronization Scenarios for Microsoft Outlook
    • Selecting Infor CRM Contacts to Synchronize with Microsoft Outlook
    • Adding Contacts from Microsoft Outlook to Infor CRM
  • Email integration
    • Understanding Email Integration
  • What is Infor Ming.le?
    • Bookmarking Infor CRM Records or Views
      • Adding a Bookmark
      • Managing my Bookmarks
    • Sharing Notes and History Items with InforMing.le
    • Sharing Records with InforMing.le
    • Linking to Infor CRM Shared Records from InforMing.le
      • Viewing Notifications
      • Receiving Email Notifications
  • Sync History List View
  • Custom Field Mappings Tab
• Troubleshooting Common Issues
  • Troubleshooting Office Integration - Mail Merge
  • Troubleshooting Send to CRM and Record to History
  • I Do Not See Updated Data
• Glossary of Terms