Administrator guide: setting up the CRM

This guide gives the recommended order for setting up the CRM on an instance. Each step points to the detailed help page. The administration screens are under CRM › CRM administration (/crm/admin).

1. Licence and access

• The Crm module must be covered by the instance licence. It depends on the Organizations module; every other module is optional. A missing module only removes the feature that relies on it.
• The CRM comes in two tiers, which you can mix: Essential (accounts, contacts, leads and web forms, opportunities, activities, calendar and online booking, emails, catalog, quotes, reports) and Advanced, which adds follow-up sequences, telephony, forecasts and quotas, commissions, orders to invoicing, territories, installed base and campaigns. Marketing (segments, emailing, events) and Prospecting (Nomination) are sold separately. Marketing is sold by marketing contacts tier (2,000, 10,000 or 50,000): each address sent to the emailing provider in a linked campaign that is not finished (planned or active) counts once, whether it belongs to a contact or a lead and even if it appears in several campaigns; completed or aborted campaigns, members not sent (no legal basis) and erased people do not count. By default, going over the tier is only reported (banner, alert): nothing is blocked and a running campaign is never cut off. A completed or aborted campaign no longer sends anything: syncing and sending it are refused, whatever the license; reopen it to sync it. If your license sets a blocking limit, adding members to a linked campaign, syncing it and reopening it are refused when new addresses would exceed the tier (members added but not yet sent already count); an address already sent in another running campaign does not count twice, a sync that does not grow the count (an unsubscription and an arrival, an address change) always goes through, and a refused sync still sends the removals (unsubscriptions, erasures). Members already sent remain. A sending is never blocked entirely: it goes to the members already sent, and the campaign page shows how many members were not sent for lack of tier. A campaign whose sending is scheduled cannot be completed or aborted before the sending time. Removing a member already sent, or deleting a linked campaign, removes its addresses at the provider through the removal queue; they stay counted until then. Each person gets a seat in the tier you choose, on the Licenses › Seats page; a person on the Essential tier does not see the Advanced menus or screens. A sequence started by someone who moves back to Essential is suspended, not deleted.
• Add people to the delivered groups: CRM_USERS (sales reps), CRM_MANAGERS, CRM_ADMINS, CRM_CATALOG_MANAGERS (catalog and prices) and CRM_PAYROLL (commission payroll).
• A member of the ADMINS group administers the CRM, but only sees its data if they are also in CRM_ADMINS. Add yourself to that group (or give yourself a role in CRM › CRM administration › Security roles): installation does not do it.
• Exception: when loading the demo data, the person who runs the CRM step receives the "CRM administrator" role to see the data created. Remove it afterwards if needed, in the role's assignments.

2. Roles and access control

1. Define the CRM roles: for each object and each action (read, create, update, delete, reassign, export, share), choose the scope: mine, my team, my division, or everything.
2. Build the division tree and the teams.
3. Enter the managers on each user's record. You can also have them filled in by the Microsoft 365 or Active Directory sync; a link entered by hand and locked is never overwritten.

See Administering CRM access.

3. Territories (optional)

If you organise sales by area, build the territory tree and its rules (country, region, postcode, industry, size, custom field). Assign reps and managers to it, then run the recalculation.

See Territories.

4. Picklists, custom fields, duplicates and enrichment

• Set up the picklists: industries, sources, win and loss reasons.
• Set up the duplicate rules.
• Turn on enrichment: SIRENE with your INSEE API key, and VIES. With a Nomination subscription, set up the Nomination connector (Vault secret, daily quota): it adds decision-makers, business signals and prospecting (see Prospecting and decision-makers).
• Add the custom fields your business needs.

See Setting up picklists, duplicates and enrichment and Adding custom fields to the CRM.

5. Leads

Set up assignment rules, the response deadline, scoring rules and the qualification grid. Create the web forms to embed in your website.

See Administering leads.

6. Pipelines and competitors

Define your pipelines and their stages: probability, forecast category, required fields, tips, maximum duration. Add the list of competitors.

See Setting up pipelines and competitors.

7. Catalog and prices

1. Declare your base currency and the exchange rates.
2. Create families, then products, services, bundles and subscriptions.
3. Add the price lists: general, per country, per segment or per account, with tiers if needed.
4. Import your existing catalog; always simulate the import before applying it.

See Managing the product and service catalog and Price lists, currencies and catalog import.

8. Quotes

Set up:

• numbering, default validity and terms;
• the approval rules: discount, margin, product, amount;
• the PDF template, from the Templates module;
• e-signature, with Documenso as the first connector.

See Administering quotes.

9. Orders and handoff

Choose:

• whether the order is created automatically when the quote is accepted;
• the handoff actions: billing, project, stock and purchasing, support contract, subscriptions, client contract;
• the hourly cost used for the actual margin.

See Administering orders.

10. Connectors

• Email and calendar: calendar connector for Microsoft 365 or Google, for the reps' mailboxes. With no office suite, set up the drop mailbox, polled by MailInbox. See Emails and calendar.
• Telephony: Ringover, Aircall, 3CX or Teams Phone, with user mapping. See Telephony.
• Mass emailing: Brevo or Mailchimp, for campaigns. Set up the provider in the emailing connector, then the consent purpose required on each campaign (see “Campaigns and segments”).

11. Follow-up sequences

Set the sending limit per rep and per day, business days and public holidays. Prepare the first sequences with their email templates.

See Follow-up sequences.

12. Forecasts, quotas and commissions

• Quotas are set per period. See Setting quotas.
• Commission plans: trigger (signature, invoicing or payment), basis, rates, tiers and accelerators, assignments. A plan that has been used can no longer change its rules: create a new one. See Set up commission plans.

13. Installed base

Set up:

• renewal lead times, per source;
• the upsell rules;
• the health score weights.

See Managing the installed base.

14. Reports and AI

• The Sales rep, Sales manager and Executive dashboards are delivered. See Sales reports and dashboards.
• AI helpers appear as soon as an AI provider is configured in the instance administration: the customer's own provider, or the vendor's packs. With "None", everything works without AI. See CRM AI helpers.

15. Moving the setup to production

Prepare the CRM setup in a test instance, then move it to production with GOLIVE (Administration › Instance and operations › GOLIVE): fields, lists, pipelines, rules, sequences, territories and commission plans. First create in production the products, families and CRM roles used by your rules, with the same codes: they are not promoted. GOLIVE never reactivates anything: a field, consent purpose or project type deactivated in production blocks the preview, so reactivate it first. The default pipeline of production stays the default, and the type of an existing stage never changes. See Choosing and previewing a GOLIVE.