Tigerpaw CRM+

Implementation Guide



















Published October 15, 2005




1 Tigerpaw CRM+Implementation Guide
Table of Contents

TABLE OF CONTENTS ................................................................................................. 2
INTRODUCTION............................................................................................................. 6
UNDERSTANDING THE LAYOUT OF THIS GUIDE................................................................. 6
LEARNING WHAT TO DO FIRST.......................................................................................... 6
BEFORE YOU IMPLEMENT........................................................................................ 8
LEARNING TO USE THE SYSTEM........................................................................................ 8
The most important fact you should know.................................................................. 8
Training every user on the basics ............................................................................... 8
Training tailored to your job responsibilities............................................................. 8
DEVELOP AN IMPLEMENTATION PLAN.............................................................................. 9
UNDERSTAND HOW INVENTORY IS MANAGED.................................................................. 9
Maintaining the Price Book...................................................................................... 10
Working with serial numbers.................................................................................... 10
Viewing the Serial Number Log................................................................................ 11
Building assemblies .................................................................................................. 12
Creating Finished Goods.......................................................................................... 12
Maintaining inventory locations............................................................................... 13
Taking a physical inventory...................................................................................... 14
Understanding purchasing and receiving................................................................. 16
Using the inventory clean-up utility.......................................................................... 17
IMPORT DATA................................................................................................................. 21
Using the Import Wizard........................................................................................... 21
Importing ASCII text files ......................................................................................... 22
Saving import specifications..................................................................................... 22
Importing price books............................................................................................... 22
Viewing the import error log .................................................................................... 22
Verifying your imported data.................................................................................... 22
Converting from Tigerpaw Software products ......................................................... 22
DEVELOP COMPANY PROCEDURES ................................................................................. 23
Committing to system management .......................................................................... 23
Putting your procedures on-line ............................................................................... 23
Recording audio/video procedures........................................................................... 23
Selecting a system administrator .............................................................................. 24
Selecting a sales coordinator.................................................................................... 24
Selecting a marketing coordinator............................................................................ 24
Selecting a customer service coordinator................................................................. 24
Selecting an accounting coordinator........................................................................ 24
Selecting a purchasing coordinator.......................................................................... 24
OPERATIONAL RESPONSIBILITIES CHECKLIST................................................................. 25
POST-IMPLEMENTATION CONSIDERATIONS .................................................................... 26
2 Table of Contents Tigerpaw CRM+Implementation Guide
PROTECTING FROM VIRUSES........................................................................................... 26
SECURING INFORMATION............................................................................................... 26
BEFORE YOU INSTALL .................................................................................................... 27
USING ADOBE ACROBAT READER ................................................................................. 27
INSTALLING THE MICROSOFT DESKTOP ENGINE............................................................ 27
USING THE WINDOWS INSTALLER PACKAGE.................................................................. 28
INSTALLING TIGERPAW CRM+CLIENT ......................................................................... 28
STARTING CRM+FOR THE FIRST TIME........................................................................... 29
REMOVING TIGERPAW CRM+FROM YOUR SYSTEM ...................................................... 29
CREATING A NEW TIGERPAW SQL SERVER 2000 DATABASE......................................... 29
USING THE MIGRATION WIZARD ................................................................................... 29
Purpose of the Migration Wizard ............................................................................. 29
Running the latest version before migrating............................................................. 30
Running the v10 Migration Wizard........................................................................... 30
Selecting the database you want to migrate ............................................................. 31
Adding an unlisted SQL server ................................................................................. 31
Naming your new Tigerpaw v10 CRM+ migrated database.................................... 32
Starting the data migration....................................................................................... 32
Migrating your data into a the new structure........................................................... 33
Completing the migration ......................................................................................... 34
Handling a data migration failure............................................................................ 34
OPENING A DATABASE................................................................................................... 34
CLOSING TIGERPAW CRM+........................................................................................... 37
BACKUP / RESTORE........................................................................................................ 37
BASIC IMPLEMENTATION WALK-THROUGH................................................... 39
VIEWS............................................................................................................................ 39
ADD A NEW ACCOUNT................................................................................................... 39
ADD AN ACCOUNT PHONE NUMBER.............................................................................. 39
ADD A NEW CONTACT TO AN ACCOUNT........................................................................ 39
ASSIGNING A TAX RATE ................................................................................................ 40
ENTER A J OURNAL ENTRY ............................................................................................. 40
ENTER A TASK ............................................................................................................... 40
CREATE A NEW ACCOUNT GROUP................................................................................. 40
ADD ACCOUNTS TO AN EXISTING ACCOUNT GROUP ..................................................... 41
EMAILING TO ALL ACCOUNTS IN A GROUP..................................................................... 41
ADDING AN ITEM TO THE PRICE BOOK........................................................................... 41
CREATE A NEW QUOTE.................................................................................................. 42
CREATING A PO FROM A SERVICE ORDER...................................................................... 42
CREATING A PARTIAL INVOICE ...................................................................................... 43
SCHEDULING AN ACTIVITY ............................................................................................ 43
CREATING A WORK FLOW EVENT.................................................................................. 44
DISPATCHING A TECHNICIAN......................................................................................... 44
CREATING A RETURNED MERCHANDIZE AUTHORIZATION (RMA)................................ 44
EXCHANGING AN ITEM................................................................................................... 45
CREATING CREDIT MEMO.............................................................................................. 45
PHYSICAL INVENTORY ................................................................................................... 46
3 Tigerpaw CRM+Implementation Guide
CREATING A NEW CONTRACT........................................................................................ 46
TAILORING YOUR NEW SYSTEM.......................................................................... 48
SETTING UP YOUR SYSTEM............................................................................................. 48
SETTING UP THE DEFAULT SYSTEM-WIDE OPTIONS......................................................... 48
Setting up Startup defaults........................................................................................ 48
Setting up Company options ..................................................................................... 49
Setting up Quotes and Opportunities options ........................................................... 50
Setting up Service Order options .............................................................................. 51
Setting up the Inventory options ............................................................................... 54
Setting up the document Disclaimers options........................................................... 55
Setting up the Next Numbers options........................................................................ 57
Setting up the Security options.................................................................................. 57
Setting up the Accounting Interface options ............................................................. 58
Setting up the Tax options......................................................................................... 62
Setting up the Email options ..................................................................................... 63
Setting up the Reports options .................................................................................. 64
Setting up Master Table options ............................................................................... 64
Setting up Scanning options...................................................................................... 65
Accessing Global Custom Fields .............................................................................. 65
Setting personal Display options .............................................................................. 66
Setting up Personal Settings options......................................................................... 67
SETTING UP SECURITY .................................................................................................... 67
Understanding security settings................................................................................ 67
Establishing global security settings ........................................................................ 68
Establishing security roles........................................................................................ 69
Establishing security permissions............................................................................. 70
Assigning a Rep to security roles.............................................................................. 74
USING THE AUDIT LOG.................................................................................................. 74
Purging the Audit Log............................................................................................... 76
SETTING UP THE ACCOUNTING INTERFACE..................................................................... 77
Understanding inventory costing methods................................................................ 77
Configuring the accounting interface ....................................................................... 78
SETTING UP THE PRICE BOOK AND INITIALIZING INVENTORY......................................... 78
SETTING UP A NEW USER........................................................................................ 80
SETTING UP THE CLIENT COMPUTER............................................................................... 80
SETTING OPTIONS FOR A SPECIFIC USER ......................................................................... 81
CUSTOMIZING THE LOOK AND FEEL................................................................................ 82
Changing the color scheme on grids ........................................................................ 82
Changing the appearance of grids............................................................................ 82
Customizing tool buttons........................................................................................... 83
Creating a new custom tool bar................................................................................ 84
Modifying the menu items in a menu list .................................................................. 85
Setting up shortcut keys ............................................................................................ 85
Relocating tool bars.................................................................................................. 86
Resetting toolbars to the original state..................................................................... 86
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Modifying shortcut keys ............................................................................................ 87
IMPLEMENTING THE MODULES ........................................................................... 88
IMPLEMENTING PURSUIT................................................................................................ 88
Learning before you leap.......................................................................................... 88
Pursuit Implementation Checklist............................................................................. 88
Getting the initial data into the Pursuit .................................................................... 88
Learning to Use Pursuit............................................................................................ 89
Implementing Pursuit checklist................................................................................. 89
IMPLEMENTING QUOTES................................................................................................ 93
Understanding the steps in processing a quote ........................................................ 93
IMPLEMENTING SERVICE & REPAIR............................................................................... 93
Developing an implementation plan......................................................................... 94
Getting the Initial Data Into the System ................................................................... 94
Entering service tables.............................................................................................. 95
SYSTEM IMPLEMENTATION CHECKLIST ......................................................................... 96
OPERATIONAL RESPONSIBILITIES CHECKLIST.............................................................. 101
IMPLEMENTING PARTS................................................................................................. 104
Reviewing implementation considerations ............................................................. 104
Creating and maintaining the price book ............................................................... 104
Committing to maintaining inventory counts.......................................................... 105
OUTLINE FOR IMPLEMENTING PURSUIT ........................................................ 107
BASIC IMPLEMENTATION............................................................................................. 107
ADVANCED IMPLEMENTATION..................................................................................... 107
OUTLINE FOR IMPLEMENTING QUOTES ......................................................... 109
BASIC IMPLEMENTATION............................................................................................. 109
ADVANCED IMPLEMENTATION..................................................................................... 109
OUTLINE FOR IMPLEMENTING SERVICE........................................................ 111
BASIC IMPLEMENTATION............................................................................................. 111
ADVANCED IMPLEMENTATION..................................................................................... 111
OUTLINE FOR IMPLEMENTING PARTS............................................................. 114
5 Introduction Tigerpaw CRM+Implementation Guide
Introduction
Understanding the layout of this guide
This guide is designed to help you with the implementation
of Tigerpaw CRM+. It is recommended that you read this
entire document before you begin implementation.
Learning what to do first

1. View a pre-recorded overview of Tigerpaw CRM+or
register for a live demonstration at
www.tigerpawsoftware.com

2. View the training videos located in the Video Library at
www.tigerpawsoftware.com.

3. Take the Basic Implementation Walk-Through in this
guide using the sample database that is installed in the
sample folder in the Tigerpaw CRM+folder.

4. Develop an implementation plan.

5. Activate the Pursuit Module first and have everyone
enter notes in the J ournal and schedule follow up within
the calendar.

6. Activate the Service Module. Do not enter items in the
price book yet. Open Service Orders and schedule
technicians. Enter description of problem and work
performed only.
6 Introduction Tigerpaw CRM+Implementation Guide
7. If you are going to interface to your accounting
software, enter the information required under Tools |
Options | Accounting Interface including GL codes.
You will need these GL codes when you create price
book items.

8. Build the Price Book. Then you can purchase inventory
and invoice for parts and labor used on service orders.

9. Activate the Quotes module and begin preparing
Quotes and convert them to Work Orders or Service
Orders.

10. Do a physical count of inventory and enter the counts in
the form of a new purchase order. Receive and post the
items on the purchase order.



7 Introduction Tigerpaw CRM+Implementation Guide
Before You Implement
Learning to use the system
Tigerpaw CRM+has many self-help methods to assist in your
understanding of the system. A provided sample database is your best
place to start. The sample database can be found in the Tigerpaw
Sample directory. Remember you will need to attach to this SQL
database using the Database Utility located under the Start menu >
Utilities before you can log into it.

There are many audio-videos at the Tigerpaw Web site to show you
how the functions are performed. A sound card and speakers are
required to take advantage of this easy to use and extremely powerful
training aid.

Finally, there are on-line interactive training sessions via Webex to help
you get started. These informative classes have been developed based
on your job definition. There are classes for the owner, for the service
manager and for the system administrator. All are available for
registration at the Tigerpaw Software Web site.
The most important fact you should know
Before you begin clicking buttons, please read as much about the
system as you can. Review as many videos as you can. We know there
is a tendency to just start clicking away, but just remember that the
system performs functions in specific ways according to Microsoft
operational specifications and unless you learn how to use the system,
do not expect the buttons to do what you want them to do; they do what
they were designed to do and each task you need to perform has been
optimized so you use the least amount of keystrokes to perform the
function. Spend some time learning how to use the system and you will
be achieving the benefits you desired in less time with definitely less
frustration. We believe the system can do what you need it to do; you
just need to learn how to use its new technology.
Training every user on the basics
Every user of the system should take the new user course via Webex.
Failure to take this training will result in confusion and inefficiency in
gaining the benefits of using the software.
Training tailored to your job
responsibilities
Please, please, please schedule your staff for the extensive on-line
training classes. These classes help each user understand specific job
related functions. Also, a complete video library is available to enhance
the learning experience.
8 Before You Implement Tigerpaw CRM+Implementation Guide
Develop an implementation plan
After you have learned how to use the system and understand the basic
concepts, you are ready for implementation. Implementation consists of
the following:
Identifying the data that will be imported into your new
system.
Identifying who will be responsible for specific functions
and tasks.
Establishing priorities and time frames for the
implementation of specific functions and features.
Developing procedures for specific functions. These
procedures can be entered into the Knowledge Base for
access by all personnel. They should include:
Adding a new account/contact
Scheduling and processing follow-up
Creating a service order
Invoicing for service work and new sales
Purchasing and receiving inventory
Processing returns, exchanges and RMA's
Selecting a name for your new database.
Initializing the new database.
Setting up Options to tailor the system specifically for
your company.
Setting up all the code tables for use throughout the
system.
Entering in the Reps who will be using the system.
Importing data from existing Tigerpaw software systems
or importing data from ASCII quote/comma delimited
files you have extracted from other systems.
Backing up your database before using it in an operational
environment.
Running parallel using the Procedures you previously
established.
Final acceptance that the functions you want to implement
are working as required.
Understand how inventory is managed
Inventory items are items in the price book that are of a type called
"Material". Once an item is a material item in the price book, it can be
purchased, received into inventory, transferred between inventory
locations, sold to a customer, relieved from inventory, and tracked in
service (if you are using serial numbers).
9 Before You Implement Tigerpaw CRM+Implementation Guide
Maintaining the Price Book
Every item you want to show on a quote, work order, service order,
invoice, or purchase order must have an entry in the price book. The
exception is a non-stock item you want to show on a quote, yet not
maintain in the price book. A price book item is unique based on the
Item ID, which is a required field. Other required fields include a
description and a type. Different types of items are maintained in the
price book. These include "Material" items, which are considered
inventory items; "Labor" items, which are labor rates; "Finished
Goods", which are manufactured (comprised of multiple other items in
the price book); Special Items, which do not affect inventory counts
or valuation; and "Assemblies", which are kits.

Figure 1 - The Price Book view displays the detail information for an inventory
item or labor rate.
To update the pricing on a price book item, click the Edit Selected
Price Level tool button under the Pricing tab for a displayed price book
item. You can also double click on a specific pricing level.

Define price book levels for
special pricing such as
dealers, government,
education, and repeat
customers. Use a level for
new installation charges and
another level for additional
purchases.
Unlimited pricing levels are available for each line item. Price Levels are established
in the Master Tables. Defaults are set under Tools | Options | Inventory.
While on the Price Book Item view window, click the Vendor tab, then double-click
in the Vendor area and select each vendor you want to order the item from and enter
the vendor item number to use on the order. After selecting the vendor(s), right-click
on a selected vendor and mark this vendor as the Primary Vendor for automatic
reordering.
On the main Price Book Item view window, you can designate if this item is to be
tracked by serial number. Once you specify the item uses serial numbers, you must
enter serial numbers to add this item to inventory, to transfer it from one location to
another or to use it to fill a sales work order or service order. If you specify the item
is serialized; you must have unique serial numbers equivalent to the total on hand
quantity.
Working with serial numbers
Serial numbers are assigned to a material price book item if the item
has been identified as using serial numbers (Item is serialized check
box on the Price Book Item view). You can also maintain serial
numbers under the Menu bar item Inventory | Maintain Serial Numbers.
If serial number tracking is implemented, a log is maintained for every
transaction involving a serialized item. Log entries show:
10 Before You Implement Tigerpaw CRM+Implementation Guide
The purchase order a serialized item was received on.
The transfers between inventory locations.
The Work Order it was assigned to fill.
The Invoice used to bill the customer for the item.
When the item was removed from your inventory and
transferred to customer inventory detail.
When it was exchanged for another item.
When it was on RMA to the vendor for repair.

You can use an asterisk (*) to view a list of all serial numbers on file,
or enter a portion of the serial number for a partial search.
Viewing the Serial Number Log
To view the Serial Number Log, click the menu item Inventory |
Maintain Serial Numbers, select a desired serialized item by
highlighting that item and then click the View Log Detail tool
button. This log shows every transaction logged for this specific serial
number. The log shows:
When an item was posted to customer inventory
When an item was manually added to customer inventory
When an item was purchased, transferred or exchanged
Every time an item was serviced, put on a maintenance
contract or RMA back to vendor

Double clicking on an item in the log will display the Item Detail.

Figure 2 - The Serial Number Log shows every transaction for a serialized
item.
11 Before You Implement Tigerpaw CRM+Implementation Guide
Building assemblies
Assemblies are groupings of price book items. Assemblies can be
"Open" or "Closed". An Open Assembly is a list of materials from
which specific line items with quantities can be selected. A Closed
Assembly is a configuration, which cannot be altered as to the items in
the assembly or the pre-defined quantities of each item in the assembly.
While viewing an assembly in the Price Book Item view, click the
Assembly Detail tab to view and edit the assembly detail. Buttons are
available on the left side of the window to help you build the Bill of
Materials. You can select a price book item and have it appended to the
list or inserted into the list. You can edit a selected item. You can also
arrange the items in any order you desire using the Move item arrows.

Figure 3 - A price book item that is an Open Assembly will have a bill of
materials.
Creating Finished Goods
A Finished Good is the result of filling a specific manufacturing bill of
materials. If an item is a "Finished Good", it will consist of specific line
items and quantities that, when used, create this finished good.
If the selected Price Book item is a finished good, the Assembly Detail
tab will change to Finished Good Components, but still perform the
same as the Assembly Detail tab with the addition of additional
information on the lower right indicating how many finished product
you can create from the bill of material..
12 Before You Implement Tigerpaw CRM+Implementation Guide

Figure 4 - A Finished Good is a manufactured item from other line items in the
price book.
Once the Finished Good item is defined, use the Inventory | Build
Finished Good menu item to create the finished good from available
inventory components. Creating the finished good will remove
inventory quantities from the parts used to build it, and create inventory
quantity for the finished product.

Figure 5 - Build manufactured finished goods from available inventory items.
Maintaining inventory locations
Locations are user-defined and designate wherever you want to
maintain inventory items. Locations are maintained under Edit | Master
Tables | Inventory | Inventory Locations. The types of locations are
maintained under Edit | Master Tables | Inventory | Location Types.
Location types can be warehouses, staging areas, temporary holding
areas, tech trucks, areas of the office, and loaner locations.
To move inventory from one location to another, use the Transfer
function. The Transfer function creates a transfer record for each
"To/From" transfer you want to maintain. You can print the Transfer
13 Before You Implement Tigerpaw CRM+Implementation Guide
List for all items going from the warehouse to a techs truck. If serial
numbers are used, they will be required before the transfer can be
filled. Use the transfer function if you want to know exactly where each
inventory item is located. You can view the inventory at a specific
location using the Inventory | Location Inquiry menu item.

Figure 6 - Inventory locations are maintained from the Inventory menu item
under Physical Inventory.
Taking a physical inventory
A physical inventory consists of preparing a temporary work file with
the current counts and serial numbers for the items you want to count.
These functions are available from the Physical Inventory Menu bar
selection on all views.

Figure 7 - Perform physical inventory counting and resolve discrepancies after
you have prepared the count worksheets.
You can inventory all locations or just a specific location. You can
also select just items for a specific vendor or category. You can print
the worksheets and use them to enter the quantities you count at each
location. From the worksheets, enter into the system the counts and
then resolve any differences using the Post Counts function. Inventory
14 Before You Implement Tigerpaw CRM+Implementation Guide
adjustments will be made accordingly and records required for the
General Ledger will be created, if applicable.
The first step is to create a temporary physical inventory count file
under Inventory | Physical Inventory | Prepare Count File. This file
reflects the actual inventory on hand at the moment you create the file.
Click the Prepare Count File tool button after selecting the criteria
for the physical inventory.

Figure 8 - The first step in taking a physical inventory is to create the count
file.
The second step is to print the Count worksheets and then take the
physical inventory by walking through your inventory and writing
down the counts.
Next, enter the counts using the Inventory | Physical Inventory | Enter
Counts menu item.

Figure 9 - Enter physical counts from inventory. Use the Auto-Count feature to
auto-enter the same counts as were printed on the worksheets and then note
any variances.
15 Before You Implement Tigerpaw CRM+Implementation Guide
Next, post the counts using the Post Variances tool button to
update the database and print the Variance Report and Valuation
Report.
The physical inventory process posts variances, not actual counts, so
you dont have to suspend business operations during the inventory.
Understanding purchasing and receiving
The purchasing function is available from the Purchase Order List view
in Parts or by clicking on the New tool button (the first button on the
tool bar). By using the Purchase Order List view, you can filter out
selected Purchase Orders and then double-click on the one you want to
view in the Purchase Order View. For example, you may want to view
purchase orders in open status for a specific inventory item.
A new purchase order requires a brief description and the vendor ID
(selected from the vendor table list drop-down). Add items to the
purchase order from the price book or enter non-stock items. Print the
purchase order to give to your vendor. To receive items, click the
Receipts tab; then double-click on the line items you want to receive
and enter the receipt information. You can partially receive items and
post them immediately into inventory. Posting clears the receipts
transaction for the number you have received and adds the quantity
received to the location you have specified. If the item received
requires serial numbers, you must enter serial numbers (or a range of
serial numbers) before you can post them into your inventory.
A purchase order is closed when all items ordered have been received
or cancelled. Once a purchase order is closed, it can be flagged to go in
a batch to your accounts payable software.

Figure 10 - Use the Purchase Order view to create new purchase orders and
receive items.
The detail record for each item on a purchase order provides
information you will need to manage the ordering and receipt of the
item.
16 Before You Implement Tigerpaw CRM+Implementation Guide

Figure 11 - You can manage the detail for every line item on a purchase order.
When the items are to be received, enter the receipt information under
the Receipts tab of the Purchase Order view. You can receive all items
as ordered or partial receive items. You can also enter serial numbers
for items received if applicable.
After the items have been received, use the Post tool button on
the Receipts tab to post the items into inventory. Posting finalizes the
receiving process and updates the counts and accounting information
for received items.
Using the inventory clean-up utility
The inventory clean-up utility corrects inventory count problems that
may cause invalid operations when using the system. Before using this
utility, you should make at least one backup copy of your database.
ICLEAN performs the following:
Fix Item Type:
Sets any type N to S
Makes sure order detail type match the type of the Price
Book record
Put Quote Number in Invoice header records that have a
Work Order No. but no Quote Number. Primarily fixed
old TIMES data.
Formats all quantity fields in SO, Quote and Invoice
detail and assembly detail records to 2 decimal places.
Puts Invoice number in parts used & parts used assembly
records of all SOs that were invoiced in full and removes
the numbers from SOs that were not invoiced in full.
Unfills detail of Void orders
Sets Posting status of orders
Quotes Checks if quote was invoiced and if so, if the
invoice was posted, the Posted date in the quote is set to
the status date in the invoice.
17 Before You Implement Tigerpaw CRM+Implementation Guide
Service orders Sets the Posted Flag in SO Master to
false. This is no longer used now that we allow multiple
invoicing.
Sets Quantity Filled and Posted in orders.
Sets Invoice detail and assembly detail quantity filled and
Quantity Posted to Quantity if the invoice is posted.
Sets Quantity posted to Quantity Filled on quote detail &
assembly detail items if there is a Posted Date in the quote
header.
Sets Quantity posted to Quantity Filled on SO detail &
assembly detail items if the SO was invoiced in full and
the Invoice is posted.
Sets Quantity posted on SO detail & assembly detail
items of SOs that are partially invoiced by making a
recordset of invoice detail items that are posted for
service orders. The recordset is grouped by Source
Sequence (Itembilled ID or Sequence from P&L & P&L
assembly records) and Summed by quantity posted. The
record set is then traversed and the quantity posed in the
corresponding parts used & assembly records are updated
to the quantity posted in invoice detail records.
Sets Debit Memo detail and assembly detail quantity
posted to quantity filled if the Debit Memo is posted.
Sets Quantity Filled to Quantity in order detail records
where the Quantity Filled is >Quantity.
Sets quantity filled in order detail to the integer value of
quantity filled for material and finished good items that
were fractionally filled.
Un-fills any orders that do not have a staging location.
Tries to find a location in the invoice header record (if
invoiced) and if found, puts the invoice location in the
order header.
If no location can be found for the order, all items are
unfilled and serial numbers for the order are released.
Un-fills Quotes, Service Orders, Debit Memo detail
where no item can be found in the price book.
Deletes RMA records that have no Item Serviced record
attached.
Deletes Price Book Assembly detail records where there
is no assembly header record in the Price Book
Makes sure the status in an exchange record is Posted if
the invoice for the service order that the exchange was on
is posted.
Sets Assembly field in tblInvoiceAssembly to
tblPartsUsed values for service orders since they did not
load this field in the past and Quotes did.
18 Before You Implement Tigerpaw CRM+Implementation Guide
Serial Number cleanup:
Sets numeric fields to zero if null if the field should
default to zero.
Deletes all non-sold serial numbers that do not have
an Item in the price book.
Deletes all non-sold serial numbers whose Price book
item is not marked serialized.
Sets Invoice detail & assembly detail records Use
Serials flag to false for all items whose Price book
item is not marked serialized.
Sets all Null Account Numbers to Zero.
Release all reserved serial numbers that point to order
detail items whose quantity filled is zero.
Makes sure all Available, Reserved and
Invoiced serial numbers have a location.
If a serial number has no location:
Set Reserved and Invoiced serial number
locations to the staging location in the order to which
they are assigned.
Set any non-sold serial numbers left to the default
warehouse location.
Recalculate Locator reserved quantities for all items
based on the quantity filled in order detail records.
Set the reserved quantity to zero for all items in the
locator.
Total all filled not posted order items by location/ItemID
and update the locator quantity reserved.
Test Locator Quantity Reserved vs. Quantity.
If the newly calculated quantity reserved is >the quantity
on-hand writes log records.
Test Serial Number quantities against the locator.
Make sure there is a locator record for all on hand serial
numbers. If not, write a log record.
Check to see if the quantity of on-hand serial numbers
matches the on-hand counts in the locator. If not, write a
log record.
Check to see if the quantity of reserved serial numbers
matches the reserved counts in the locator. If not, write a
log record.
At this point the locator is as good as we can get it. Since
we have not changed any on-hand quantities in the
locator, any exceptions above will not effect inventory
valuations. We now update price book and costing
information for the counts we have.
19 Before You Implement Tigerpaw CRM+Implementation Guide
Update Locator Quantity on order by adding PO quantity
ordered and subtracting posted receipts.
Update Locator Quantity needed to fill orders by totaling
unfilled quantities on unvoided orders.
Update Price Book from Locator totals.
Update FiFO/Lifo if using either method.
Check that pools exist:
If not, create 1 pool for each item that has quantity.
Use current date as receipt date, quantity on hand as pool
quantity, and either average or base cost as the pool unit
cost.
Note: the user has to input which cost to use in this
situation.
Zero out Price Book Total and Average Cost.
Delete pools that have no Price book item or the Price
Book has a quantity of zero.
Delete pools with negative cost or zero or negative
quantity.
Process pools:
Compare total quantities in all pools for an item and
compare to the on hand quantity in the price book.
If quantities match, then no change is necessary.
If pool or quantities dont match then adjust pools until
they do.
If we need to reduce quantity -
Make a recordset of all pools for an item and sort
by receipt date (ascending if FIFO and
descending if LIFO)
If pool total greater than Price book quantity then
reduce the quantity in the pool to match Price
Book. If pool quantity goes to zero remove the
pool. If pool quantity would go negative then
remove the pool and check the next pool until
necessary adjustments are made.
If we need to increase quantity
Add to the first pool in the recordset .
If there are no pools, create one using, Latest,
Average or Base cost, whichever it finds first in
the order listed.
Total all pools by item and put total in Total cost and then
refigure average cost for each item.
If not using FIFO or LIFO clear fifo/lifo tables and
recalculate total cost.
20 Before You Implement Tigerpaw CRM+Implementation Guide
If quantity on hand =0, zero out total and average cost
If quantity on hand >0:
If costing method is Average, use average cost in
Price Book to figure new total cost.
If no average cost is found use latest and then
base.
If not Average, use base cost to figure new total
cost and then refigure new average cost.
If there are any logs written, the user will be notified on the window at
the completion of ICLEAN. They will be told of the errors and advised
that they must fix everything reported and rerun ICLEAN. ICLEAN is
not considered successful until it runs without producing a log.
After selecting the clean-up utility, you will then need to identify the
database that needs to be verified. The database must be on an
accessible drive and have no users actively logged in.
Next, you are informed that a copy of this database should be made
since this utility alters the database structure and could encounter
unrecoverable errors. Proceed if you have a backup copy of the
database.
You will be notified once the inventory clean-up utility has
successfully completed.
Import data
An Import Wizard is provided to help you easily import information
into Tigerpaw CRM+. Import formats can be retained for future use. It
is suggested that you perform first-time imports using a copy of your
live database or a sample database to validate that the import is
performing to your specifications. Oftentimes, fields may be
misaligned and need to be redefined for a final valid import.
Using the Import Wizard
Key to the success of using a new database system is the ability to
easily get existing data into the database. Of course, you can always
manually enter data, but this is quite time consuming and prone to
errors and often times is simply not a practical solution. If you already
have data in some electronic format, you can import the data using
Tigerpaw CRM+powerful Import Wizard.
Using the Import Wizard, you can import data from a variety of
standard format ASCII files and previous DOS versions of Tigerpaw
Software.
If you are starting with a new database and have not already created
one, create a new database (see Creating a database).
NOTE: Before attempting any import, back up your database file! If
the import fails, you will need to restore your original database before
attempting the import a second time. Also, review the import procedure
before actually performing an import and make sure you have set up a
few necessary tables in your live database (like a default tax code)
before proceeding with the import. If you forget, you can always update
these tables during the import.
21 Before You Implement Tigerpaw CRM+Implementation Guide
Importing ASCII text files
Use the Import Wizard to import a variety of standard ASCII text files.
The ASCII files may be tab, comma/quote, or carriage return/line feed
delimited files. You can import accounts with contacts all at once or
import contacts separately.
Saving import specifications
After you have finished importing a file, you can specify a unique
import name to use to save your import specifications. This unique
feature helps you with repetitive similar types of import so you do not
have to redefine the number of fields coming in on a line and where
each field is to be placed in the database.
Importing price books
If you plan on importing prices lists from your major vendors on a
regular basis, save the import format and when importing the new
records, you can specify that any Item Id in the import file is to be
updated with the selected fields you desire. In this manner, you can
import new descriptions and pricing information for existing items in
your price book.
Viewing the import error log
As the Import Wizard imports your data, it creates an error log
containing information on any records that were rejected during the
import. Fields may be rejected because they do not have a required
field, are a duplicate, or are contact or note records that did not match
to an account record. The name of the error log file is displayed on the
import status window as the records are being imported. When the
import is complete, you can print this log to see which records were not
added to your database and whey they were rejected.
Verifying your imported data
When the import is complete, you should run the system and open the
database into which you imported the data and verify that the data was
imported correctly. It is not uncommon to make a mistake in defining
the imported fields only to find that your data has been put in the wrong
place.
If the data is not where you expected it to be, you need to restore your
backup copy of your database and perform the import again, paying
close attention to the answers you provide the wizard. If all imported
data is located in the fields you expected it to be, you are ready to start
using your imported data. After you have worked with the system and
the imported database for a while and are satisfied that your data is
intact and in the correct places, you can delete the ASCII text files.
Converting from Tigerpaw Software
products
Conversion instructions and routines are provided from the Tigerpaw
CRM+Start menu. Select the appropriate Word document based on the
current software you are converting from into Tigerpaw CRM+version
10 and follow the conversion instructions.
22 Before You Implement Tigerpaw CRM+Implementation Guide
Develop company procedures
Successful implementation of the system is dependent on many factors;
your willingness to spend the time to learn and train your personnel on
new procedures, your willingness to devote the necessary resources
(people, time, and money) to make it happen, an understanding of the
areas you need to improve and the ability to prioritize your expectations
and your willingness to appoint a system administrator with full time
responsibilities to make it happen.
Committing to system management
You need to identify who will be overall responsible for the day-to-day
operations of the system. This person will:
Maintain system security.
Maintain master tables.
Maintain the reports library and develop new reports as
required.
Ensure departmental procedures are followed in regards
to the use of the system.
Maintain the accuracy of the price book and inventory
items that means retaining a thorough understanding of
the items you sell and service.
Perform daily backups and maintenance of the database.
Develop and implement a Recovery plan in the event, you
lose your database or entire network system.
Putting your procedures on-line
One of the functions of the system is to provide a Knowledge Base
where you can record and manage a library of information (very similar
to Books in a library where each book contains chapters and each
chapter contains text). Use the Knowledge Base, which is available
from every view to record your office procedures, the more written
procedures the better. It will be much easier for all personnel to
perform their job if they know how you want it performed. It will
certainly be much easier to train new personnel if you have specifically
written down how each procedure is to be followed.
Make sure that after you have identified specific individuals and given
them the responsibility and authority to get the job done. That you have
periodic (at least weekly) meetings to review what has been
accomplished, what needs to be done in the next period and any
obstacles to implementation.
Recording audio/video procedures
If you really want to fully automate your company, you can use
commercially available products like Camtasia to record on-window an
audio/video session, generally an AVI or Flash file, showing how to
perform a series of steps. You should create an account for your
company and then link the videos to your company account under the
Documents tool button for access by anyone that wants to see how you
do a procedure. In this manner, you have committed in writing and
23 Before You Implement Tigerpaw CRM+Implementation Guide
video on how you want them to perform their job. Your challenge is to
record just one time how to do each task or function and from then on
benefit from everyone knowing how to do it.
Selecting a system administrator
You must select an individual to coordinate your overall
implementation effort. This person will be the system administrator and
be responsible for all phases of implementation. Please realize that
implementation is an on-going process. Phase 1 may be to implement
customer service tracking. Phase 2 may be sales and marketing. Phase 3
may be purchasing and inventory control. You can expect extremely
long and confusing implementation cycles if you do not have a
responsible system administrator with adequate responsibility and
accountability.
Selecting a sales coordinator
You need to identify in writing the procedures used by Sales to perform
a quote for the customer and how to process an order. These procedures
include how and when sales reps follow-up and how accounts and
contacts are to be coded.
Selecting a marketing coordinator
You need to identify in writing how you perform marketing functions
including group telemarketing, group mailings, group faxes, and group
emailing. These procedures include how accounts and prospects are
grouped, profiled and maintained. Identify when you perform
marketing, which materials are used and who will perform the group
processes.
Selecting a customer service coordinator
You need to identify in writing how you take a service call, what you
record in the system, how you assign a service problem to a technician,
how the technician manages the service orders, how a service order is
cleared, processed and invoiced. Also needed is how an RMA is
processed and how exchanges are process through your vendor once
you give your customer a replacement component.
Selecting an accounting coordinator
You need to identify in writing how invoices are to be prepared, printed
and posted. Also needed is how the invoice register is used to update
your accounts receivable system.
Selecting a purchasing coordinator
You need to identify in writing the individual that can purchase, how a
purchase order is created and processed, how you handle receipts and
when they are posted to your inventory. Also needed is a plan for
taking a physical inventory including how discrepancies will be
managed, how frequently you will take an inventory and how
minimum/maximum and re-order quantities are maintained for each
inventory item.
24 Before You Implement Tigerpaw CRM+Implementation Guide
Operational responsibilities checklist
You need to specifically identify who is responsible for each function
and task, the frequency of performing the function and the
accountabilities. The person responsible is not necessarily who will
perform the task. The following responsibilities need to be assigned and
monitored:
Overall system management system administrator
responsible for:
1. Making sure everyone has had training including
reading the navigation section of the manual and
taking the Guided Tours for each module.
2. Establishing schedules for building the database
including code tables, reps, security groups, system
options.
3. Establishing procedures for how the system will be
used by all departments.
Who is this person:
_________________________________
Sales & Marketing coordinator responsible for:
1. Establishing how follow-up is to be managed and
performed.
2. Ensuring that sales reps follow-up scheduled tasks
and enter every contact with the prospect or customer
including notes.
3. Monitoring open quotes to see why they are not being
sold or voided.
4. Establishing sales codes and marketing campaigns;
using the account groupings, profiles, and SIC
categorization to better market to prospects.
5. Perform group mailings, faxes and emails for
marketing campaigns.
Who is this person:
__________________________________
Customer Service coordinator responsible for:
Establishing how and when a service order is entered.
Establishing how and when service orders are reviewed
using the Service Order List view and who will
process service orders that are in RMA status, ready
for invoicing or other user defined statuses.
Defining service order code tables.
Who is this person:
__________________________________

25 Before You Implement Tigerpaw CRM+Implementation Guide
Post-implementation considerations
After implementation, you need to continually audit the system to
ensure your procedures are being followed. Specific reviews should be
made to:
Ensure all quotes are followed up in a timely manner.
Sales forecasts are correct.
Work orders are processed in a timely manner.
Invoices are timely posted and are correct.
Service Orders are not left open and not completed.
Purchase orders are being processed on time.
Protecting from viruses
Computer viruses continue to appear at an alarming rate. The damage
caused by viruss ranges from minimal to catastrophic. Its unfortunate,
but you need to be concerned with viruses and take the proper
precautions to avoid them.
At a minimum, you should:
Use current virus protection software. Make sure to
contact your virus protection software manufacturer
frequently to obtain updates that detect the most current
viruses.
Do not allow anything to be loaded on anyones computer
unless it has first been virus checked on a clean computer.
Virus check all files before you send or give them to
someone else.
Periodically, on both a routine and a random basis, virus
check all of your hard drives.
Consider using virus protection software that runs in the
background and checks for viruses at run-time. In general,
the performance degradation is minimal.
Securing information
Securing information means protecting data from unauthorized use.
The intent behind a commonly used database is two-fold:
To eliminate redundant data input.
To provide immediate access to the most current information as
soon as it becomes available, to everybody who needs it.
In many organizations there are legitimate security concerns that
require some restrictions on access to the data or to certain program
functions, such as deleting an account. Tigerpaw addresses many of
these concerns by requiring that all users (reps) have a password and
belong to a Security role. Passwords are required for every rep, even if
security is turned off, but reps are only asked to provide their
passwords when security is enabled. Reps inherit the rights assigned to
the security role they belong to. In addition to the security features, you
26 Before You Implement Tigerpaw CRM+Implementation Guide
should be aware of the security functions inherent in the operating
system you use.
Most importantly, recognize the important security issues and the need
to protect against your database being copied (stolen) from your hard
drive.
Before you install
Tigerpaw CRM+uses Microsoft SQL Server 2000 as its database
provider. You can use Microsoft SQL Server, or you may use the
MSDE (Microsoft Desktop Engine), Microsofts free version of SQL
Server 2000. Note that the performance of the MSDE version varies
based on network configurations and the number of concurrent active
users; if you experience slower performance under load conditions, you
might consider upgrading to a licensed Microsoft SQL Server 2000
product. If you choose to use the MSDE, you will find the MSDE
installation program and instructions on the Tigerpaw CRM+
installation CD.
Creating a Tigerpaw database involves copying a template file to the
SQL Servers machine and then attaching it to the SQL Server itself. If
you have Microsoft SQL Server 2000, you can do this manually using
the Enterprise Manager. If you have the MSDE (or if you have SQL
Server 2000 but want an easier way to create a database), you can do
this by following the steps outlined in the next section: Before you
install Microsoft SQL Server 2000 or the MSDE, you need to consider:
a. Which machine is Microsoft SQL Server 2000 going to
be installed on?
b. Does your proposed server meet the requirements of
Microsoft SQL Server? See System Requirements in the
Getting Help first chapter.
c. Will you be purchasing Microsoft SQL Server 2000 or be
using the free MSDE?
After youve answered these questions, proceed to the next section for
information on installing the CRM+Enterprise.
Using Adobe Acrobat Reader
A number of useful documents have been installed with Tigerpaw
CRM+. These documents are in Adobe Acrobat format. You may
already have the Adobe Acrobat reader installed on your computer. If
not, you can install it from the Tigerpaw installation CD. To do so, run
the Adobe Acrobat Reader installation file. This file is called
ar500enu.exe and is located in the \Adobe Acrobat Reader folder of the
Tigerpaw Installation CD. You can also install these files from the
Installation start CD menu.
Installing the Microsoft Desktop Engine
The Tigerpaw CRM+Enterprise edition utilizes a Microsoft SQL
Server 2000 database. If you dont have Microsoft SQL Server 2000,
you can install in the Microsoft Desktop Engine (MSDE), which is a
limited version of Microsoft SQL Server 2000.
To install the MSDE, follow these steps:
1. From the machine on which you want to install the MSDE (we
recommend installing on a server, not on a workstation), open the
27 Before You Implement Tigerpaw CRM+Implementation Guide
folder \Microsoft Desktop Engine on the Tigerpaw installation CD.
You can also select Install Microsoft MSDE from the Installation CD
start menu.
2. Double-click the file InstallMSDE.exe. Do not run the setup.exe
file found in that folder. The batch file executes the setup.exe but it
supplies crucial command-line command to set up a user named sa
with a password of tigerpaw.
Once the MSDE installation is complete, you can create a new database
or attach an existing database on the server. For information on creating
and attaching databases to an MSDE or to Microsoft SQL Server 2000,
consult the Tigerpaw Users Guide.

Using the Windows Installer Package
The main Tigerpaw installation file is an .exe format that is essentially
a wrapper around a Windows Install file (.msi). Some network
administrators can make use of automated deployment tools when the
original .msi file is available. For this reason, we have included the
installation .msi file on the Tigerpaw installation CD. You will find it
in the \Windows Installer Package folder. You do not need to install the
.msi file if youve already run the BSESetup.exe installation on your
computer; this file is provided as a convenience for system
administrators.
Installing Tigerpaw CRM+ Client
To install Tigerpaw CRM+, insert the CD in your CD-ROM drive. The
CD contains a self-start feature and will display a menu from which
you will select the appropriate installation. Click Install CRM+to start
the installation. If you are installing from a different drive such as a
hard drive, select Run from the Windows Start menu and choose
SETUP from the appropriate drive to begin installation.

Figure 12 - The installation CD has an auto-run feature that displays a menu of
installation options.
28 Before You Implement Tigerpaw CRM+Implementation Guide
Click the Install CRM+button and the Installation Setup Wizard
begins. Follow the instructions in the Installation Setup Wizard.
Note: The Setup Wizard will install a number of support documents in
Adobe Acrobat (.pdf) format. If you dont have Acrobat installed on
your machine, you can install it by running the Acrobat Installer found
on the Tigerpaw CRM+ installation CD.
Starting CRM+ for the first time
To start Tigerpaw CRM+, open the Windows Start menu, and then
select Program Files >Tigerpaw Software >Tigerpaw CRM+.
Removing Tigerpaw CRM+ from your system
To remove the Tigerpaw CRM+from your computer, follow these
steps:
1. Open the Start menu, choose Settings, and the click Control Panel.
2. Choose Add/Remove Programs from the Control Panel.
3. Locate and select the Tigerpaw CRM+in the list of installed
programs.
4. Click the Add/Remove button that appears and follow the
instructions.
Creating a new Tigerpaw SQL Server 2000 database
To create a new Tigerpaw Enterprise database you use the Database
Utility installed with the CRM+. Follow these steps to use the utility to
create a new database:

1. Open the Start menu, then choose Programs >Tigerpaw
Software >Tigerpaw CRM+>Utilities >Tigerpaw Database
Utility to start the utility.
2. Choose your authentication mode. If SQL Server 2000 or
the MSDE is installed on a Windows 9.x machine, choose
SQL Authentication. Otherwise, choose NT Authentication.
Click Next to continue.
3. On the Define Connection page, choose the SQL Server on
which you want to create the new database.
4. Click Finish to attach to the SQL Server.
Once connected to the SQL Server, the Tigerpaw Database
Utility appears. Under the Location of New Database field,
click on the build button to select a location to save your
database. If you would like to change the default database
name from Tigerpaw to some other value, enter the desired
name in the text box.
Click Create Database to create the new database.
Close the utility after receiving verification that the database
was created.
Using the Migration Wizard
Purpose of the Migration Wizard
The Migration Wizard is used to assist you in migrating from a
previous version of Tigerpaw software to the current CRM+version.
29 Before You Implement Tigerpaw CRM+Implementation Guide
This wizard only works in the migration of a Version 9 Enterprise
database to CRM+.
Running the latest version before
migrating
Make sure your current version of Tigerpaw Software Enterprise
Edition has the latest service pack installed. You can verify your
version of Tigerpaw Software Enterprise Edition by logging into your
Tigerpaw database, and clicking the Help About menu. Youll see
the version number displayed in the lower right hand corner of the
About box. To ensure you are running the latest service pack, you can
visit our website at http://www.tigerpawsoftware.com/downloads and
click the link for Suite 9 Enterprise. Find the download for the latest
service pack and check the version number information. If the version
number displayed in the softwares About box is lower than the version
information displayed in the service pack description information, then
you will need to download and apply the latest service pack before
running the migration wizard.

Figure 13 - Make sure you are running the latest version of Business Suite 9
Enterprise.
Running the v10 Migration Wizard
Make sure you backup up your database before performing this
procedure.
To start the Tigerpaw Software v10 Data Migration Wizard, double
click on the Migration Wizard icon located in the Tigerpaw CRM+
Start menu folder. When you first start the migration wizard, the first
screen of the wizard tells you again that you must be running the latest
service pack of Tigerpaw Software Business Suite Enterprise. If you
are running the latest service pack for Tigerpaw Software v9 Enterprise
then you can click Next to continue. Clicking Cancel at any time during
the migration will allow you to exit the migration wizard.

30 Before You Implement Tigerpaw CRM+Implementation Guide

Figure 14 - Read all wizard screens carefully.
Selecting the database you want to migrate
Select the server and Tigerpaw Software v9 Enterprise database that
you will be migrating to the new Tigerpaw Software v10 data structure.
First select the server that contains your v9 database from the drop-
down list. If your server is not listed then see the next section, Adding
an unlisted SQL server. Once you have selected your server then
select the v9 database you wish to migrate. Finally, choose your
connection method. Once this is done, click Next to continue.

Figure 15 - Select the appropriate server, database, and connection method.
Adding an unlisted SQL server
Note: If your SQL server was listed in the drop-down combo box, then
you can skip this information.
Under certain circumstances you may find that your SQL server is not
shown in the SQL server list. If this is the case, then you can add your
server by clicking the button with the three dots in it located just to the
right of the server list box. When you do this, you will be given the
opportunity to enter the name or IP address of the SQL Server you want
to add to the list. If the SQL server can be found and a connection can
be established, then that server will be added to the list of available
SQL servers and you can continue on with selecting your v9 database
and connection method. If the SQL server can not be found or a
31 Before You Implement Tigerpaw CRM+Implementation Guide
connection can not be established you will be notified of this and you
must verify that the SQL server exists, is running properly, and that you
have the appropriate permissions to access the server.

Figure 16 - You can add your SQL server if it isn't in the list.
Naming your new Tigerpaw v10 CRM+
migrated database
Now you need to enter the name you want for your Tigerpaw v10. This
will be the name of the database where all your Tigerpaw v9 data will
be migrated. This must be a new, unique database name for the server
on which you are migrating. Once you have entered a new database
name, click Next to continue.

Figure 17 - The new database name must be unique.
Starting the data migration
All of the information necessary to perform the data migration has been
gathered. Read the information on this page, and verify that it is
correct. If all the data is correct then you are ready to perform the data
migration. Be aware that this process can take anywhere from 5
minutes to over an hour depending on the size of your database and the
processing power of your SQL server. Clicking Finish will start
updating the database structure and transforming the data for use by
Tigerpaw Software v10.

32 Before You Implement Tigerpaw CRM+Implementation Guide
If you click Cancel at any time before you click the Finish button, you
will be given the opportunity to exit the migration wizard without any
changes being made to the database.
If you click Cancel after you click Finish, the changes made to the new
database are NOT rolled back and the database will be left unusable by
any version of Tigerpaw Software. However, your original database is
not changed in any way and is still accessible using Tigerpaw Software
Business Suite 9 Enterprise.

Figure 18 - Review this information before you click finish.
Migrating your data into a the new
structure
Once the data migration begins a status window will appear and
provide information about the progress of the data migration. To help
insure a successful data migration, it is important that this process
continue without interruption. If you click Cancel at any time during
the data migration, the new database that gets created will be unusable
by any version of Tigerpaw Software. Again, your original database is
not changed in any way and is still accessible using Tigerpaw Software
Business Suite 9 Enterprise.

Figure 19 - A status window will keep you informed of the migration progress.
33 Before You Implement Tigerpaw CRM+Implementation Guide
Completing the migration
When the data migration is complete you will be notified on the final
screen if the data migration was a success or a failure. With a
successful data migration, you will be given the physical location
where the new Tigerpaw Software database files reside on the server.
The new database is now ready and can be accessed using the Tigerpaw
v10 CRM+software. Click Close to exit the migration wizard
application.

Figure 20 - Take note of the physical location of your new database files.
Handling a data migration failure
Shown is an example of a failed data migration. In this case, a typo was
purposely put in one of the migration scripts to generate an error so you
can see what a failed migration looks like. In the event of a failed data
migration, the new database that is created will not be usable and
should be deleted from the server. Be sure to delete only the new
unusable database that was created, not the original v9 Tigerpaw
database. Finally, please take note of any error information provided
and contact Tigerpaw Technical Support for further assistance.

Figure 21 - Give any error information to Tigerpaw Technical Support.
Opening a Database
When you first start, Tigerpaw CRM+displays a dialog box that you
can use to access an existing database.
34 Before You Implement Tigerpaw CRM+Implementation Guide
From this dialog box you can also access the on-line Help information
under How Do I. check Whats new in Tigerpaw CRM+, and
connect wit the Tigerpaw user community forums. You are also
presented with a few preferences; show Tigerpaw News on startup and
Restore Size on startup. Set these to your desired preference.
Recently accessed databases are shown. If the database you want to
open is in the list, double-click it. If the database you want to open is
not in the list, double-click on More Databases. This will cause a
dialog box to appear (discussed next) that allows you to select the
server and the database that you wish to open. Follow these steps.

Figure 22 - Before logging in, you need to select an attached database.
Click Open and then select an authentication mode.

Figure 23 - If you select the second option, you will need a user ID and
password supplied by the system administrator.
1. Determine which authentication mode to use when opening a
database. If the SQL Server resides on a Windows 9x machine
or you are using the MSDE with the default settings, choose
SQL Authentication, otherwise use the Windows
authentication.
35 Before You Implement Tigerpaw CRM+Implementation Guide
2. If youre using the MSDE, use the login name of 'sa' and a
Password as 'tigerpaw' (all lower case without the single quote
marks). Click Next to Log in to the SQL server.

Figure 24 - Connection information is only required if you selected the second
authentication mode.
3. Select the SQL Server from the available servers in the drop
down list or search for servers using the build button.
4. Select a database to open and click Finish to open the
database.

Figure 25 - You must select a server and database to continue the Login
process.
After you have opened a database, Tigerpaw CRM+displays the Login
dialog box. Enter your name and password (if required) to log into the
database

Figure 26 - Enter or select the user to log in as and enter a password, if
required.
Note: The More>>button provides immediate access to individual user
settings. You can default to log into the modules you have been
authorized under Edit >Master Tables >Rep Tables or log into
selected modules. You can also elect to use a different login setting for
this session. For example, you can elect to not clear other login sessions
for you so you can run more than one instance of the software on your
workstation.
36 Before You Implement Tigerpaw CRM+Implementation Guide

Figure 27 - The More>> button on the log in window allows you to change
which modules you log into.
Once logged-in to the database you may be shown a Tip of the Day
window. These tips are useful, but you can turn them off by deselecting
the Show Tips at Startup box at the bottom of the dialog box Click OK
to dismiss the Tip of the Day and youll be in the CRM+ ready to
work!

Figure 28 - A Tip of the Day can provide useful information you may not be
aware of.
Closing Tigerpaw CRM+
To close Tigerpaw CRM+, click the X button located on the upper right
corner of all main views or select Exit from the File menu of the main
menu. You may be asked to confirm the close if this option has been
enabled.
Backup / Restore
Too often we encounter a customer that has experienced catastrophic
hardware failure (floods, lightening strikes you name it). The first
thing we ask them is when was your last back-up? Believe it or not,
we frequently hear the words I dont have a backup. Can you
imagine someone telling you that you just lost all of your companys
important data? If you dont backup your data, sooner or later this will
happen to you. It might not happen tomorrow, it might not happen next
year, but sooner or later it will happen to you.
Tigerpaw CRM+will remind you if there is no current backup
detected.
37 Before You Implement Tigerpaw CRM+Implementation Guide
Backup equipment is inexpensive, and backing up data is easy to do.
We recommend that you backup your data on a daily basis. Each
successive backup is called a generation. It is best to keep at least five
generations (most companies keep a weeks worth of backups at a
time); rotating the oldest one out each time you make a new one. It is
also best to keep the backup copies at a location offsite from the
original data, for the obvious reasons of theft, fire, lightening, flood,
etc. A good backup procedure is a very inexpensive insurance measure
to protect your data.
The Tigerpaw Business Enterprise stores its data in a Microsoft SQL
Server 2000 database. When a SQL Server 2000 database is backed up,
specific transactional information and data is preserved for restoring at
a later time. You cannot copy a SQL Server 2000 database as you
would an ordinary Windows file. In order for a SQL Server 2000
database to be backed up, it must be backed up using procedures build
into Microsoft SQL Server 2000. This can be done using the Enterprise
Manager if you have SQL Server 2000, or using the Tigerpaw Database
Utility if you are running the MSDE. Restoring a database also requires
that you use one of these tools. To back up a Tigerpaw database, you
must have access to the database from the machine you are using to
perform the backup. To backup a Tigerpaw database using the
Tigerpaw Database Utility, follow these steps:
1. Open the Start menu, then choose Programs >Tigerpaw Software >
Utilities | Tigerpaw Database Utility.
2. Depending on your Network environment, if Microsoft SQL Server
or the MSDE is installed on a Windows 9.x machine, you will want to
choose SQL Authentication. Otherwise, choose NT Authentication for
NT, 2000, XP environments. Click Next to continue.
3. Choose the server on which the database resides and then click
Finish to display the Tigerpaw Database Utilitys main window. Click
the Backup tab on the window.
4. Select the database you wish to back up.
5. Choose a filename for the backed up data.
6. Click Create Backup to create the backup file.
The backup file will be saved in a folder titled \TigerpawBackup on the
C: drive of the SQL Server, which may not be the machine on which
youre running the utility. Once the backup completes, you are free to
copy or move the backup file to the media of your choice.
To restore a database, follow these steps:
1. Open the Start menu, then choose Programs >Tigerpaw Software >
Utilities | Tigerpaw Database Utility.
2. Depending on your Network environment, if Microsoft SQL Server
or the MSDE is installed on a Windows 9.x machine, you will want to
choose SQL Authentication. Otherwise, choose NT Authentication for
NT, 2000, XP environments. Click Next to continue
3. Choose the server on which to restore the backup and then click
Finish to display the Tigerpaw Database Utilitys main window.
4. Click the Restore tab.
5. In the first drop down list, choose the backup file that was created
during the backup process.
7. In the second drop down list, enter the name you want to restore the
database as (this can be different than the original database name).
8. Click Restore Database to start the restore process.
38 Before You Implement Tigerpaw CRM+Implementation Guide
Basic Implementation Walk-Through

The purpose of this quick start basic implementation
chapter is to provide a hands on overview of most of the
functions in Tigerpaw CRM+. We encourage you to click
on Help in the menu and click on How Do I and enter
the key word or phrase in the dialog box to search for
information on your request. This basic implementation
works with the Tigerpaw CRM+Sample database that
comes with Tigerpaw CRM+.

Lets define some terms that will be used throughout this
guide and CRM+user guide to make it easier to
understand.
Views

1. Menu: The menu will be the top bar on any view that lists, Edit,
View, Tools, etc.
2. Tool Bar: The tool bar will be the row of buttons that will display
the icons for the functions available to the view you are on. This
tool bar is directly below the menu.
3. Navigator Bar: The navigator bar is the bar on the left boarder of
the current view displayed. This bar is used to select the view you
wish to display in the current module you are in.

Add a New Account

1. Click on the down arrow on the far left button on the Tool Bar
which will be referred to as the New Button from this point
forward and select from the drop down New Account.
2. All that is required to save a new account is an account name.

Add an Account Phone Number

1. To add an account phone number, while in the Account View,
place the cursor in the blank white area in the upper right corner
of the account view.
2. Double click to add phone number.

Add a New Contact to an Account

39 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
1. To add a contact to an account you can either select from the drop
down at the New Button new contact, or from the account view
with the cursor in the blank white area, on the contacts tab, double
click to bring up the new contact form.
2. Input all the relevant contact information.

Assigning a Tax Rate

1. To assign a tax rate to a customer from the account view click on
the AR Information button. This is the button that looks like the
bankers lamp with the green shade.
2. Click on the Taxing Status tab.
3. Click sales tax code field select from the drop down the
appropriate tax code for this account.

Note: Tax codes are made up of districts that can be assigned to codes.
This is maintained in Master Tables, Accounting.

Enter a Journal Entry
1. To create a journal entry from the Account View either hit the F8
button or click the button on the Tool Bar that looks like the
open book with a clock face on the upper right corner.
2. Input a note in the note area in the lower right hand white space.
3. Save the note.

Enter a Task

1. To enter a task for a contact at the active account being displayed
go to the New Button and click the down arrow to select New
Task.
2. Now on the new task form select the contact by clicking the down
arrow at the contact field and fill in the appropriate date and time
fields.
3. Set the reminder to the lead-time you wish to be notified of the
upcoming appointment.
4. Save task information.

Note: Once you have selected a time for this task you now can set a
reminder to alert you that you have an appointment.

Create a New Account Group

1. To create a new account group go to the Group Explorer in the
Tool Bar, this button resembles two equal signs with brackets to
the left.
40 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
2. With the Group Explorer form displayed click on Groups in
the menu.
3. Click on Add Edit Groups.
4. From The Table Maintenance click on the plus sign next to the
Marketing Tab.
5. Click on the Account Group folder to display all the Account
Groups and from the Tool Bar select the New Button to display
the dialog box to add the name of the new group you wish to
create.
6. Click okay.
7. Close out of the Group Explorer.


Add Accounts to an Existing Account Group

1. Select from the Navigator Bar the Account List view.
2. Select the Filter Tab and set all selections to All or blank to
filter on all accounts in the database.
3. Select the List tab to display all accounts in the database.
4. From the tool bar select the button Assign to/Remove from
Group and from the use the drop down menu to select the new
account group you just created.
5. Click yes.

Emailing to all Accounts in a Group

1. Click on the Group Explorer button and select the new group you
added from the Account Group Folder.
2. With the accounts showing in the list click the far left tool button
that resembles a green diskette and from the drop down select
export e-mail.
3. Select where you want the file saved and its name. Click save.
4. You now are displayed a form you can select specifics regarding
the accounts in your file. Be sure the option to add e-mail string
to clipboard is checked.
5. Bring up Outlook. Create your e-mail message, and in the Send
To field do a Ctrl V to paste in all the e-mail addresses from the
clip board.

Adding an Item to the Price Book

1. Click on the drop down arrow on the New Button to select new
price book item.
2. Enter an item ID. Be sure to give some thought to this entry since
after the item is used you cant make changes to the item ID.
3. Enter a key description.
4. Set the item Typeto Material.
41 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
5. Click on the button on the tool bar that looks like a green
calculator to enter cost and manufacturing list price.
6. From the Price Book Item view also check the item serialized box
to indicate this is a serialized item.
7. Click okay.
8. Fill in the rest of the fields with the data you wish to maintain on
this item.
9. Save price book item.

Create a New Quote

1. From the Navigator Bar select search and find your new account
you.
2. With the account high lighted do a right click on the entry and
select New Quote to enter a quote for this account.
3. You will be prompted to use a quote template. In this case we will
choose not to use a template so we can go through the steps to
create a quote. A quote template is a quote that has been
previously created and saved to be used over.
4. Enter a description for the quote.
5. While on the line item detail tab click on the Select an Item From
the Price Book button on the tool bar to bring up the price book.
This button looks like a hand with a dollar sign.
6. Select the new price book item you added to the new quote. We
are going to want to discount one of the items so they will need to
be entered as two separate line item entries with a quantity of one
each.
7. Double click on one of the line item entries for this item and
change its selling price to what you want to sell it for on this
quote. This will affect the item on this quote only.
8. Click on the adjustments tab and enter a discount that will now
affect all line items on this quote.
9. From the Managers Tab approve the quote.
10. Next, convert the quote to a service order by clicking on the tool
bar button that looks like the red handled screwdriver.
11. Notice that the service order that has been created from the quote
is unassigned. At this point lets assign a tech to this order to get
it scheduled using the dispatch board.
12. From the Navigator Bar select the Dispatch Board.
13. From the left side of the dispatch board drag and drop the new
task to the day you wish to schedule for the repair.
14. Select a time that you expect the tech to be there.
15. Save your entry

Creating a PO from a Service Order

1. Create a new service order for the current account you are on by
going to the far left tool button and select New Service Order.
2. Enter a Brief Description.
42 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
3. Click on the button that looks like the wrench and green gear to
display the parts and labor used form and select two line items
from the Price Book to be placed on the form.
4. With the items on the Parts and Labor Used form click on the
button in the Tool Bar that looks like calculator on a document
to generate the PO.
5. Double click to choose a vendor.
6. Choose the option to order all items on the service order.
7. Go to Back Track on the tool bar, the button that looks like the
black foot prints and select the PO you just created.
8. Click on the receipts tab and receive both items.
9. From the tool bar on the Purchase Order View click on the
button that looks like post it note with a tack through it. Posting the
receipts will put these items into your inventory.
Creating a Partial Invoice
10. Click on the Back Track button on the tool bar to get back to the
service order.
11. Click on the Parts and Labor used icon which looks like the
wrench and green gear and fill only one of the items listed on this
view.
12. Click Save and Exit
13. On the tool bar click on the Invoice Button and select create
partial invoices. Invoice for only the filled item on the service
order.
14. Approve this invoice by clicking the approve invoice button. This
button looks like a rubber stamp with a red check mark on it.
15. Post this invoice by selecting the button that looks like a post it
note with a tack through it.
16. From the parts and labor used screen on the service order fill the
last remaining item and now click on the create invoice button for
the last item on the service order.
17. Approve and post this invoice to finish this job.
Scheduling an Activity
18. From search find the new account and double click to bring up the
Account View.
19. From the menu click on Activities highlight schedule activity.
20. Click on the Single Activity radio button and from the drop down
select, Thank you for ordering phone system.
21. Let the schedule date be todays date and insure the schedule task
box is checked; click the schedule button to schedule the
activity.
43 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
Creating a Work Flow Event
22. To create a workflow event go to Edit, Master Tables, Workflow,
Work Flow Event Definitions.
23. Click on the New button on the far left on the tool bar.
24. On the event definition form enter an event name.
25. The event type will be status change
26. Document type will be Service Order.
27. From Status will be left blank
28. To Status will be New.
29. From the Static Recipients check the box by Sally Realplayer and
close the form.
30. Click okay.
Dispatching a Technician
31. Create a new service order for the new account you created.
32. Enter a brief description.
33. Click on the tool bar button that looks like a monitor with a blue
screen.
34. Now that you are on the Items Serviced View click on the tool
button that looks like a gold box.
35. Select one of the items from customer inventory to be placed on
this order by double clicking on the item.
36. From the Navigator Bar select the Dispatch Board.
37. From the left side of the dispatch board drag and drop the new task
to the day you wish to schedule for the repair.
38. Select a time that you expect the tech to be there.
39. Save your entry.
Creating a Returned Merchandize Authorization (RMA)

1. It is determined the item being serviced needs to be sent to a
vendor for repair.
2. From the Items Serviced View on the Service Order you created
click on the button that looks like a period encircled by an arrow to
create the RMA.
3. Select the vendor and fill in all information that pertains to the
RMA.
4. Enter RMA number.
5. Click print preview to print the packing list with all the
information the vendor will need to make the repairs.
6. On the Navigator bar click on the RMA list view and double click
the RMA number you issued this customer.
44 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
7. Enter a received on date and time to close the RMA.
8. Bring up the service order the RMA was written on and enter in
the parts and labor used 1 hour of billable labor and post an
invoice.

Exchanging an Item

Example: An item that was just repaired has failed again. It has been
decided to exchange the item for a new one.

1. Create a new service order for the account you created.
2. Go to the parts and labor used form and select the new item you
are going to take out to the customer site from the price book.
3. Zero the price since it will be an even exchange.
4. Click save to zero out the dollars.
5. Fill the item to attach it to the order and click the button that looks
like the two bent arrows with an A & B over them, to bring up the
exchange form.
6. Click on the Customer Inventory button to select the item that is
going to be coming back on the exchange. This button looks like
an open box.
7. Click save.
8. Invoice and post this order to complete the transaction.
9. To get the item back into your inventory go to the Exchange List
View on the Navigator Bar and be sure your filter setting is set to
posted exchanges.
10. On the Exchange List View high light the item you just exchanged
and click on the button on the Tool Bar that looks like a dollar sign
on a page of a book.
11. Initiate a Return to Inventory.
12. From the reinstate form fill in the data and click ok to reinstate the
item back into your inventory.
13. Click on the Price Book List View button on the Navigator Bar and
find the item you just exchanged and check now to see that you
have one back in stock.

Creating Credit Memo

1. To create a credit memo for an invoice previously created in order
to invoice for the one hour labor, go to Back Track which is the
button on the tool bar that looks like foot prints.
2. Select invoices to display the last 20 invoices you were on.
3. Double click on the one created for the labor item to bring up that
invoice.
4. Click on the button in the Tool Bar that looks like an envelope on a
document.
5. Create credit memo.
6. Select merchandise credit to bring the labor line item over to the
Credit Memo, and from the tool bar click on the Item to Credit
button to select the line item.
45 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide

7. Now approve and post the document as you would an invoice to
complete the process.

Note: In this case only one line item is on the invoice for labor.

Physical Inventory

Note: Before doing a physical inventory it is advised to post all
invoices and purchase orders that can be posted.

1. On the Menu click on Inventory.
2. From the drop down click on Physical Inventory, prepare count
file. This creates a snap shot of your inventory at this moment in
time.
3. From the Menu select Physical Inventory, print the count sheets.
This will list the items in inventory.
4. Go out and now take physical count in your warehouse.
5. Select, Physical Inventory.
6. Select, Enter Counts.
7. Enter the counts you have taken in the warehouse.
8. Click the button Mark All as Counted. This button looks like
several small red squares.
9. From Inventory, Physical Inventory you can print a variance report
to list discrepancies.
10. After reconciling the differences, go to Inventory, Physical
Inventory, Post Counts. These counts will now become your
inventory.
11. It is recommended that after you post your counts you clear the
count file so the system is ready for the next inventory.

Note: Clearing this file does nothing to you current inventory counts.
To clear the file go to the
Inventory menu, select Physical Inventory click on Clear Counts.
Creating a New Contract

1. First go to search and find the account that you added.
2. With the account high lighted click on the Contracts for Account
button to bring up a list of contacts this account has. This button
looks like a pencil on a blank document. In this case the list will be
empty.
3. Click on the far left tool button, which looks like a pencil on a
blank document, to create a new contract.
4. Enter something in the description field.
5. Click on the Basis Tab.
6. Select Time Period.
7. Click on the pricing tab and enter a contract price of $1000.00.
8. In Billing Parameters select Annually.
9. Go up to the tool bar and select Billing Detail which is the
button that looks like a magnifying glass on a document to insure
one billing detail record exists for the $1000.00.
46 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
10. Fill in the rest of the contract information that you wish to
maintain.
11. Save document.

47 Basic Implementation Walk-Through Tigerpaw CRM+Implementation Guide
Tailoring your new system
Setting up your system
This section discusses what you need to set up in the system before
actually using it to process information. Master tables must be first set
up before you can select entries in master tables for specific system
option defaults. You need to set up master tables, system options, reps,
and more before actually using the system.
Setting up the default system-wide options
System wide options establish the parameters you want enforced when
the system is used. These include the next number to be used for a new
account, quote, work order, invoice, service order, maintenance
contracts and purchase orders. To access the options, click Tools on the
Menu bar and then click Options. There are two ways to view the
system Options; List View and Icon View. In List View, you see a list
of the options with a comment for each. In Icon View you see icons for
each option.

Figure 29 - You can view the system-wide Options in either List View or Icon
View.
Setting up Startup defaults
If you want a default database and a default user name to be
automatically used when starting Tigerpaw CRM+at this workstation,
under Startup on the Options form, enter the defaults. You can enter a
default database (or select the current database being used) and/or the
default user to be used at this workstation. These will become the
defaults the next time the software is initiated at this workstation.
48 Tailoring your new system Tigerpaw CRM+Implementation Guide

Figure 30 - You can set the default database and the default user name to be
used at the currently logged in workstation.
Setting up Company options
To set up your company defaults, click on the Company icon
under Tools | Options. Enter your company name and address, which
will be used as a default on reports as applicable. Enter all appropriate
business information including business hours of operation. The hours
of operations are used in the system when computing response times.
Activities are performed automatically by the system on specific dates.
You can control whether a user can schedule an activity to be processed
outside of your normal business hours. It is suggested that you limit
processing to the days and hours your business is open and someone is
available to process them.
You can also require a marketing source on new accounts. If you are
using consolidated invoice numbers, you can specify the prefix used to
group the invoices.
49 Tailoring your new system Tigerpaw CRM+Implementation Guide

Figure 31 - The Business options establish your business criteria for use in the
system.
Setting up Quotes and Opportunities
options
Enter quotes and opportunity options under Tools | Options.

Figure 32 - Each quote and opportunity record can be controlled automatically
based on the occurrence of certain events.
The following explains the Quote default fields:
Don't allow quote to be printed or emailed until it has
been approved check this if you require an authorized
Rep to approve the quote under the Manager tab on the
Quote window before a Rep can print, fax or email the
quote.
50 Tailoring your new system Tigerpaw CRM+Implementation Guide
Default new quotes to expire in (days) enter the number
of days to be used in the calculation for the expiration
date of a newly created quote.
Change to Work Order status when filled select the
work order status you want the quote changed to when the
entire order has been filled.
Assign Vendor to Quote Items select which vendor if
any you want assigned to quote items, this selection is
used to create a purchase order for a quote.
Require that quotes be generated from opportunities an
opportunity is a record of a possible future sale and a
quote can be generated from a specific opportunity.
Check this box if you want to limit the creation of a new
quote only from an opportunity record.
Default Quote Comments enter the default comments to
appear near the bottom of the quote. Note this is not the
same as the disclaimer that is entered under the
Disclaimers tab of the Options window.
The following explains the Opportunity default fields:
Automatically create a quote for new opportunities that do
not have one- checking this box will cause a new quote to
be created when a new opportunity is created.
Require source on opportunities if checked then a
source for the opportunity (where did this opportunity
originate from) must be selected before the new
opportunity can be saved.
Default status for manually created opportunities select
the status you want automatically entered for a new
manually created opportunity.
Default status for automatically created opportunities
select the default status you want automatically entered
for a new automatically created opportunity.
When a quote is successfully closed, set the related
opportunity status to select the default status you want
the system to automatically assign to an opportunity when
the related quote is successfully closed (serviced ordered,
work ordered).
Setting up Service Order options
Select the Service Order options under Tools | options. Enter
the codes to be used to indicate a New, Open, and Closed service order.
Also, enter a default Type, priority, and payment method. These
selections are maintained under Edit | Master Tables | Service Tables.
Also you can enter the default Rep grouping you want used when you
are selecting a technician to assign a service order to. If a group is not
selected, the system will display all Reps for your selection.
51 Tailoring your new system Tigerpaw CRM+Implementation Guide

Figure 33 Control how the system processes service orders by setting up the
codes to be used under Service Order options setup.
The following explains each field on the left of the window:
New Order Status enter the value to be auto-entered that
means a new order to you generally this is the status
"New"
Open Order Status enter the value to be auto-entered
when you open a new service order. Opening an order
means the order has been assigned an Open date/time.
Closed Order Status enter the value to be auto-entered
when you close a service order. If you double-click on the
Closed Date/Time field, this status is auto-entered for
you.
Allow override S.O. Received Date/Time check this if
you allow the auto-entered received date/time to be
edited.
Allow deletion of filled parts & labor items check this
box if you allow the deletion of already filled items.
Maximum RMA Bins optionally enter the number of
RMA bins you want to create in the system. These bins
are used to hold equipment that needs to be cross-
referenced to an item you RMA to a vendor. For example,
you may need to send back a power supply, yet need to
hold on to the remainder of the PC system. These bins
will help you track a returned RMA component to a
system you need to add the RMA item into.
S.O. Technician Rep Group enter the default grouping
for all technicians as set up in Master Tables. This
grouping will be used when you enter the assigned
technician for a service order.
52 Tailoring your new system Tigerpaw CRM+Implementation Guide
Price level for contract maintenance calculations select
which price level will be used when calculating the
maintenance contract price for a group of items.
New Order Type enter the default type of service order
to be auto-entered when a new order is created. If, for
example, you primarily take telephone support, then use a
previously created Status of "Phone Support".
S.O. from Quote Order Type this is the service order
type to be auto-entered when a quote is processed into a
service installation order. Generally, this will be
"Installation" to delineate the installation orders from all
others.
Priority enter the default priority for a new order. You
can create unlimited levels of priorities under Master
Tables | Service Orders.
Payment Method enter the default payment method for
new orders.
The following explains the check boxes and radio buttons on the right
of the window:
Assign the creating rep as the rep responsible for the order
check this box if you want the system to automatically
assign the logged in rep to a new service order.
Assign the account rep as the rep to credit when creating a
new SO check this box if you want the system to
automatically enter the currently assigned account rep in
the rep to credit field.
Create Task When Service Order is Opened check this
if you want a task to be automatically created when you
open a service order. You will then be able to schedule a
Rep without having to remember to create a task or to
click the tasks tool button.
Use Work Performed for Invoice Comments check this
if you want the information that was entered on the main
service order view under Work Performed to print on the
invoice. This information can be edited on the invoice
detail window prior to printing the invoice.
Items serviced print on invoice check this if you want
the items entered on the Items Serviced window for the
Service Order to print on the invoice.
First Time Log opens an Unopened Order check this if
you want today's date and time to be auto-entered in the
Open Date and Time fields and the Status of the Service
Order changed to Open when the first technician time log
is entered.
Display notification that this account has related accounts
when searching for this account check this box to be
advised when there are related accounts.
53 Tailoring your new system Tigerpaw CRM+Implementation Guide
Prompt to close SO when creating invoices check this
box to b reminded that the SO needs to be closed before
invoices should be created.
Allow time logs to be entered against a closed service
order check this box if you allow time logs to be entered
for service orders that have already been closed.
Show brief description check this box if you want the
brief description for a scheduled task for a service order to
display on the Dispatch Board.
Show task comment check this box if you want the task
comment for a scheduled task for a service order to
display on the Dispatch Board.
Setting up the Inventory options
Inventory options must be set up prior to using the system.
There are several options to set for locations, picture paths, purchasing,
and orders and invoices.

Figure 34 - You can establish specific settings for inventory control including
default locations.
The following explains the fields for Inventory options:
Default Warehouse select the default warehouse
location from the locations table you created.
Repair Location select the default repair location.
Generally, you transfer inventory to the Repair location,
repair the equipment and then transfer it back to stock.
Staging Location select a default staging location for the
preparation of new orders.
Vendor Repair Location - select the location to be used to
retain items being sent to your vendor for repair.
54 Tailoring your new system Tigerpaw CRM+Implementation Guide
Pictures Path each price book item can have a graphic
file (i.e. .BMP, .PCX) associated with the item. Enter the
directory where you store these pictures.
Print on Orders and Invoices select the ItemID or the
Part Number to print on invoices.
Default Labor Item ID enter a labor item from the price
book to be used as a default labor rate. This item will be
automatically added when clicking on a button called
Default Labor while entering quote detail or service parts
and labor used.
Default Progressive Invoice Item ID use this selection
to identify the item ID whose description is to be used
when printing a progressive invoice. This description is
printed on the invoice followed by the invoice amount.
Default price book select to active items only check this
box to have only active items displayed when viewing a
list of price book items. Items flagged as inactive in the
price book will not be displayed if this box is checked.
Cost for new POs select Latest, Average or Base. Latest
cost is based on the last purchase, Average Cost is based
on averaging the cost of purchases, and Base Cost is the
cost you manually enter into the price book record for the
item.
Update Standard Cost When Posting Receipts check this
box if you want the standard cost automatically updated
when you receive and post an item into your inventory.
Update vendor costs when posting receipts check this
box if you want the vendor cost to be updated for this
item in the price book when a receipt is posted.
Keep items with zero quantities in the locator check this
if you want an inventory item with zero quantity
displayed in the items for a specific inventory location.
Setting up the document Disclaimers
options
Disclaimers are statements to be printed at the bottom of
selected documents and reports. When clicking the Disclaimers graphic
on the Options window, you are shown the Disclaimers form.
Next, click on the desired tab to edit the disclaimer for a service order,
quotes/work orders, purchase order, invoice, or credit/debit memos.
Then enter the text you want to appear when the document is printed.
55 Tailoring your new system Tigerpaw CRM+Implementation Guide

Figure 35 - You can edit default disclaimers for each type of invoice; sales,
service and contract billing.
56 Tailoring your new system Tigerpaw CRM+Implementation Guide
Setting up the Next Numbers options
The Next Numbers option shows the next sequential number to
be assigned to the next database record being created for a specific file.
Click on the desired Next Numbers value you want to change and enter
the next number for accounts, purchase orders, contracts, invoices,
quotes, RMA, service orders, transfers, work orders and more.
This function should only be used by authorized personnel to set the
initial "next number" for each of the files, much like specifying the
initial "next number" on a new checking account. A number cannot be
assigned if there are database records already using that number for the
selected file.
Warning: you should make every effort to set these starting numbers
only once and hen leave them alone. When you view various lists of
records, it will help in auditing the list if the numbering schema is in
sequential order.
Next Number changes are logged in the audit file for historical and
security purposes.

Figure 36 - Determine the initial next sequential starting number for the
creation of accounts, service orders and quotes.
Setting up the Security options
Access to the Security control function is available under Tools
| Options as well as under Tools | Network and Security | Security. This
function is explained in detail in this chapter under Setting Up Security.
57 Tailoring your new system Tigerpaw CRM+Implementation Guide

Figure 37 - The security function in Tigerpaw CRM+ is modeled after
Microsoft SQL security roles and permissions.
Setting up the Accounting Interface
options
Accounting options must be established before you can build
batch files in Tigerpaw CRM+to be importing into your accounting
software. But before you can select G/L accounts and codes under this
set of options, you must first build these codes under Edit | Master
Tables | Accounting. Then proceed with setting up accounting interface
options as described below.

Figure 38 - You can establish how the system works with your accounting
software.
58 Tailoring your new system Tigerpaw CRM+Implementation Guide
Each field for configuring the accounting interface on the general
information tab is as follows:
Company ID This is used as an identifier for your company
by some accounting systems. If your accounting software does
not need this you can ignore it.
Fiscal period If your accounting system requires it enter
your current fiscal period, 1-12 or 1-13. This is not updated
automatically. You must change it manually. Batch File Path
Accounting Date to Use Select from Posting Date or Invoice
Date
Accounting Link Select the accounting system you are
linking with from the list provided.
Cost Method Click the button to choose Average, FIFO,
LIFO or Standard.
Purchase J ournal ID If the link you are using exports
journals enter the ID to be used when exporting PO receipts.
Sales J ournal ID The ID to be used when exporting invoices.
Adjustments J ournal ID The ID to be used when exporting
gains or losses from inventory adjustments and physical
inventory
Default A/R Customer Number Source Data Select which
field in Tigerpaw CRM+should be used as a default to be
used as the A/R Customer Number for new accounts.
Selections include none, account ID, account name, or account
number.
System accounting options checkboxes:
o Enable A/R feed Check this when you are ready to
export invoices, credit memos and payments. If this
is checked you must have all the relevant information
entered to export invoices or you will not be able to
post invoices
o Enable G/L feed - Check this if you want to export
journal entries. These include the cost of sales from
invoices, value of PO receipts and adjustments.
o Enable A/P feed Check this if you are ready to
export POs to the A/P module of your accounting
system.
o Send zero dollar invoices to A/R If unchecked,
invoices with a zero balance will not be exported.
o Send zero dollar invoices to G/L - If unchecked,
journal transactions for zero dollars will not be
exported
o Suppress zero dollar invoices in batches If checked,
invoices with a zero balance will not be seen when
exporting batches.
59 Tailoring your new system Tigerpaw CRM+Implementation Guide
o Suppress zero dollar G/L transactions in batches If
checked, zero dollar journal transactions will not be
see when exporting journal transactions.
o Allow error corrections while posting As stated
above, you must have all the relevant information
entered to export invoices or you will not be able to
post invoices. Check this to allow users with the
proper security to make certain corrections to this
information on the fly when posting invoices.
o Force new invoice number on critical data change
If this is checked you will need to create a new
invoice when information is changed on approved
invoices that affect the invoice amount.
o Create journal entries for final progressive invoice
When doing progress billing all the revenue gets
posted to one G/L account. If this box is checked,
journal entries will be created that clear that account
and credit the accounts normally used for the items
with the proper amounts when the final progressive
invoice is posted. Note that you must have both the
Enable A/R Feed AND Enable G/L Feed boxes
checked for this to work.
G/L Codes are created under Master Tables and consist of two G/L
accounts, one debit and one credit. When a transaction is processed the
code is broken down and the proper accounts are either debited or
credited for the amount of the transaction. This screen has some
system-wide codes and also some system-wide G/L accounts.
Note that not all accounts and codes will pertain to your business or
your accounting link. If you dont know which code to use or what
accounts the code should contain, be sure to consult your accountant. It
may be that you will not need to use the code at all.
Trade discount This is the amount discounted on a quote or
service order.
Deposit Used to record a deposit. The accounts used here are
sent as journal entries, NOT as part of the invoice. Deposits
are regarded as a method of payment, not a reduction of the
invoice.
Billed Freight Charges The amount of freight you charge.
Trade-In This is similar to and treated the same way as a
deposit only the asset received is goods instead of cash.
Repair This is used for the cost of repair charges on POs.
Vendor Return Gain/Loss This is used on debit memos for
the difference between the system cost and what the vendor
allows.
GS Tax For GS tax in countries where it is used.
Inventory Gain For the increase in inventory value on
adjustments.
Inventory Loss For the decrease in inventory value on
adjustments.
60 Tailoring your new system Tigerpaw CRM+Implementation Guide
Restocking Fee For the amount you charge a customer on a
credit memo.
Price Credit For price-only credit memos.
Contract Billing For contract invoices.
RMA Cost Differential For the difference between what an
item that you sent back to your vendor for repair was worth
and the value of a replacement item if the replacement is
worth more than the original sent item
Default G/L Receipts Code Used to post the value of
receipts. This entry is a default for new items
Progressive Invoice Cost For the estimated cost of
progressive invoices (progress billing).
Progressive Invoice Revenue For the revenue of progressive
invoices.
A/R Acct | Dept The account number and department, if any,
for Accounts Receivable.
A/R Payment Acct | Dept The account number and
department, if any, for the account to which payments are
posted, such as Checking or un-deposited Funds.
Terms Discount Acct | Dept The account used for discounts
allowed when accepting payments.
PO Credit Account | Dept The account to be used (normally
credited) when POs are exported.
PO Receipts Acct | Dept The account to be used (normally
debited) when POs are exported.
PO Freight Acct | Dept The account to be used for freight
charges on POs when POs are exported.

Figure 39 - You can select preset debit/credit account code combinations to
help you update your accounting system.
61 Tailoring your new system Tigerpaw CRM+Implementation Guide
Setting up the Tax options
The Tax Options on the Options window lets you set defaults
for how you want tax applied in the in the system, specifically on
invoices.

Figure 40 - You can define how you want tax applied on a system-wide basis
under the Tax Options function.
The following explains the tax options fields:
Sales Tax ID enter your state sales tax ID.
Tax Freight check this if you want the system to tax
freight.
Tax Labor check this if you want labor to be taxed, this
can be over-written at the account level.
Calculate Tax Before Applying Trade-In check this if
you want tax calculated before applying a trade-in value.
Hide GS related tax information in Windows check this
box if your business does not reside in Canada
Calculate GS Tax Before Applying Trade-In check this
if you want GS tax calculated before applying a trade-in
value.
Tax GS Tax check this if you want to GS Tax to be
taxed like any other item.
GS Tax ID this is for Canadian taxing purposes only. It
is not to be used for U.S. companies.
GS Tax Rate this is for Canadian taxing purposes and is
the surcharge tax rate to be calculated on all orders.
GS Vendor ID enter your GS tax identification number
Provider tax ID generally applies to the state of Maine,
replaces sales tax and is incurred by the seller for specific
industries the seller may belong to. For example, if the
62 Tailoring your new system Tigerpaw CRM+Implementation Guide
seller is in telecom, video rental then the provider tax is
used.
Provider tax rate similar to the sales tax for a state, but
applies to the state of Maine.
Provider tax vendor ID enter your provider tax
identification number, this may be what your accounting
package requires and may be the same as the provider tax
rate.
New account default tax code the tax code (which may
consist of several tax rates or districts) you want
automatically entered when a new account is created.
New account default invoice terms enter the default
term to be applied to a new account for how you want
invoices to be paid (i.e. Net 10, Net 30, COD, etc.)
Setting up the Email options
Email settings are used by the system to direct your email
activity. You can enter the SMTP (Simple Mail Transfer Protocol)
settings for the system, specify the default SMTP settings for reps and
have those settings apply to all reps, and select the email templates to
be used when emailing documents. If you set the defaults for al Reps,
each Rep master file is updated with these settings. Email templates are
defined in Master Tables and are pre-formatted to include merging of
database information into the email template.

Figure 41 - The email options must be established before you can perform
group emails.
63 Tailoring your new system Tigerpaw CRM+Implementation Guide
Setting up the Reports options
Global settings are available for users of the Reports Explorer
and internal pre-developed reports. You can specify a graphic to be
used as a logo on documents intended for your prospects, customers or
vendors (quotes, invoices, purchase orders). You can also specify
where the logo will print on these documents.
All reports are saved and accessed in a common folder on your system.
You can specify where this folder exists on your system and set it as a
standard default for all users to access reports.

Figure 42 - You can identify a specific logo to be used on selected documents
such as quotes and invoices, and specify a defaults reports directory for all
users.
Setting up Master Table options
Master Tables are used throughout the system. These tables
contain values to help you perform processes. You should familiarize
yourself with all the tables before using Tigerpaw CRM+. In many
cases, you need to set up these tables before you can effectively use a
specific function. Each table is explained in detail in the chapter titled
Setting Up Master Tables.
64 Tailoring your new system Tigerpaw CRM+Implementation Guide

Figure 43 - Master tables need to be set up and appropriate values entered
before you can effectively use most functions.

Setting up Scanning options
The system supports document scanning using any installed
Twain source. Documents may be scanned in while viewing an
account, a service order, a quote, a contract or an invoice. Under
Scanning on the Options form, you can specify the default folders to
save these scanned documents. You can also specify the default graphic
extension for the saved files (i.e. jpg, bmp, tif). Document scanning is
explained under the Documents tool button narrative on the
Account view in the Managing Accounts chapter.

Figure 44 - You can scan in any document and save it as a graphic file
associated with an account, service order, or quote.
Accessing Global Custom Fields
You can predefine a set of custom fields to be used by every
user. These are called global custom fields and do not relate to any
specific account. To access the global custom fields you have
previously defined, click Tools | Options, and then click the Global
Custom Fields icon. You can create custom fields for several types of
65 Tailoring your new system Tigerpaw CRM+Implementation Guide
information in your Tigerpaw database. This allows you to add fields
that meet your business specific needs.
Creating custom fields is explained in detail in the chapter titled
Learning Common Functions | Using Custom User-Defined Fields.

Figure 45 - You can define unlimited global custom fields related to a single
database which can be accessed by all authorized reps.
Setting personal Display options
You can access your personal display settings and options from
Tools | Options. You can also access these settings through Edit |
Master Tables | Rep. In either case, there are several settings you can
tailor for your personal viewing requirements. These settings are
explained in detail in the chapter titled Setting Up a New User.

Figure 46 - Users (called reps) can establish personal settings for how they
want the system to display on screen.
66 Tailoring your new system Tigerpaw CRM+Implementation Guide
Setting up Personal Settings options
Many personal settings are available for you to tailor how you
want the system to perform when you are logged in. To set these
personal settings, use Tools | Options | Personal Settings or access your
personal settings under Edit | Master Tables | Rep. These settings are
explained in detail in the chapter titled Setting Up a New User.

Figure 47 - You can tailor the system to meet your specific requirements and
define many personal settings to be used by the system including passwords.
Setting up security
Establishing security settings for each user is critical in maintaining the
integrity of the database. You can control who can perform certain
functions via the security system and you can also audit who actually
performed specific functions using the audit log.
There is a specific security definition for each security role. These
definitions relate to the functions a member of the group is permitted to
perform. These permissions are divided into logical sections such as
Accounting functions, Invoice functions, and Reports functions. When
you define the settings for a specific function, you will either turn on
the function for a member of a group or leave that function unchecked
in which case the function is not allowed.
Once a security group is defined, you can assign Reps to the group
under Edit | Master Tables | Reps | Account Rep | Roles & Groups.
Understanding security settings
To access the security role settings, click on Tools | Network and
Security | Security. You must be authorized to access this function or
you will be advised that this function is not available to you.

Figure 48 - You control security groups under Tools | Network and Security |
Security.
67 Tailoring your new system Tigerpaw CRM+Implementation Guide
Next, you will have to enter your password. This verifies that the
person logged into the current workstation is authorized to access
security functions. This eliminates the possibility of someone not
authorized from using your workstation when you are not physically
present, yet are still logged in.

Figure 49 - You must verify your password to access security settings.
If you enter an incorrect password, you are notified. Click OK to
acknowledge.

Figure 50 - You must enter a valid password to access security settings.
Establishing global security settings
The Global Settings tab on the Security form displays general security
settings and gives you the ability to require passwords for specific
permissions.

Figure 51 - You can elect to not enforce security so a password is not required
to log in.
There are two check boxes at the top of the window. If you check the
Enforce Security box, each user must enter a password to log in and all
security features are enforced. If you do not check this box, no security
checks are enabled.
68 Tailoring your new system Tigerpaw CRM+Implementation Guide
You can force Reps to change their login password based on a number
of days frequency. It is recommended that Reps change their password
on a periodic basis.
Each significant action taken by a Rep while logged in is recorded in an
audit log. You can specify when a Rep in the System Administrator
security group is to be notified that the Audit Log is getting full. The
default setting is to notify after 10000 entries. You can then access the
Audit Log, if authorized, and purge any or all entries.
Prompting for Password on Permissions Check
There are several categories of passwords including those for
accounting, inventory, invoices, and purchasing. Each category has a
set of permissions you can allow or disallow. For each of these
permissions, you can also require the user password to be entered
before the permission is granted for the feature or function. This
prevents an unauthorized person from using your logged in workstation
in your absence to access functions you have been given permission to
use.
Establishing security roles
You can create new security roles, edit existing security roles and
duplicate roles.
Adding a new security role
To add a new security role, click the New button on the Roles tab of the
Security window. Enter a new security group name and click OK.
Use the Duplicate Security Role menu item under Security while on the
Security window. A new role will be created with the name preceded
by the characters Dup1 followed by the security role name that was
duplicated. To rename the duplicated security role name, use the
Rename Security Role from the Security window.

Figure 52 - You can define unlimited security roles.
After the successful addition of a new security role, that role name
appears in the role list on the left of the window.
Duplicating a security role
You may want to create a new security role with similar attributes as an
existing security role. Highlight a desired role to replicate and click the
Duplicate button while on the Roles tab of Security. A new role will be
created with the name preceded by the characters Dup1 followed by the
security role name that was duplicated. To rename the duplicated
security role name, use Rename button from the Security window.
Renaming a security role
Highlight the security role name in the list and click Rename button on
the Roles tab of the Security form.
69 Tailoring your new system Tigerpaw CRM+Implementation Guide
Deleting a security role
To delete a security role, highlight the desired role and then click the
Delete Security Role tool button. Note the System Administration role
cannot be deleted. Also note that you cannot delete a security role that
has any Reps assigned to that role.
Establishing security permissions
Each permission under every security category for every security role
can be allowed or disallowed. While on the Security form, click the
Permissions tab to access the permissions definitions.
The following shows the security options available for each category of
security. Note if you check the item, a member of that security role is
permitted to perform that specific function unless the user is also in a
role that dos not allow this function to be accessed or performed. If a
user views a specific option or feature as grayed out, that function has
been disabled for the security role for which the user is a member.
Accounting security settings

Figure 53 - Security for accounting functions includes who can create a batch
file.
Accounts security settings

Figure 54 - There are many security settings for managing accounts and
contacts.
70 Tailoring your new system Tigerpaw CRM+Implementation Guide
Activities security settings

Figure 55 - You can control through security who processes activities.
Credit Memos security settings

Figure 56 - Credit Memo processing can be restricted through security.
Custom fields security settings

Figure 57 - You can control who may create custom fields.
General security settings

Figure 58 - You can control who is allowed to modify the Knowledge Base.
Inventory and Price Book security settings

Figure 59 - Controlling who has access to price book functions is critical to
pricing integrity.
71 Tailoring your new system Tigerpaw CRM+Implementation Guide
Invoices security settings

Figure 60 - Securing the invoice process should be of primary concern.
List views security settings

Figure 61 - You can control who is allowed to export information from list
views.
Login security settings

Figure 62 - You can control who has access to each module in the Suite.
Master Table security settings

Figure 63 - Make sure only a few Reps can actually modify the Master Tables.
Opportunities security settings

Figure 64 - You can control how opportunities are maintained in the system.
Pricing security settings

Figure 65 - You may want to secure who can view your costs.
72 Tailoring your new system Tigerpaw CRM+Implementation Guide
Projects security settings

Figure 66 - You may want to control who can change project assignments.
Purchasing security settings

Figure 67 - Purchase orders should be created by only a few authorized Reps.
Quotes security settings

Figure 68 - You can require a manager to approve a quote before it can be sent
to a customer.
Reports security settings

Figure 69 - You may want to limit who can print sensitive reports.
RMA security settings

Figure 70 - You can limit who is allowed to create and edit RMA records.
73 Tailoring your new system Tigerpaw CRM+Implementation Guide
Service Orders security settings

Figure 71 - You can control who edits service contracts.
Synchronizing with Outlook

Figure 72 - You can control who is allowed to synchronize records with
Outlook.
Tasks security settings

Figure 73 - You can decide who can view other Rep's calendars.
Assigning a Rep to security roles
To assign a Rep to a specific security group, use the Edit | Master
Tables | Rep | Account Rep function and under the Manager tab, select
the desired security role.
Using the Audit Log
The Audit Log is a list of actions performed by Reps. It helps you
determine who actually performed a process or function that is of
interest to you. Located under Tools | Network and Security | Audit
Log, the log consists of a Filter tab for the search selection criteria
and the List tab to display the results of the search. You can filter based
on the audit action as well as the Rep performing the action. You can
also, for example, view everything that was audited for a specific
account or for a specific Rep.
The Filter tab lets you identify what actions you want to audit for a date
range.
74 Tailoring your new system Tigerpaw CRM+Implementation Guide

Figure 74 - You can filter the Audit Log for specific types of actions.
The following audit actions are monitored:
!!Runtime Error Occurred!! a critical error, which
usually terminated the application.
Adjusted Inventory someone manually adjusted the
inventory count on a material item.
Changed Item Cost someone manually changed the cost
on an item in the Price Book.
Changed Account Rep Assignability someone changed
the primary Rep assigned to an account.
Changed User Field Label someone changed the
meaning of a user-defined field for an account or contact.
Created Account someone added a new account record
to the database.
Created Contact someone added a new contact record to
the database.
Created Group Email File someone created a group
email file.
Created Invoice someone created an invoice for a
customer.
Created Journal Item someone entered a journal note for
an account.
Created Purchase Order someone created a purchase
order.
Created Quote someone created a quote.
Created Rep some created a new Rep record.
Created Service Order someone created a new service
order.
Created Work Order someone created a new work
order.
75 Tailoring your new system Tigerpaw CRM+Implementation Guide
Deleted Account someone deleted an account record.
Deleted Rep someone deleted a Rep record.
Deleted Task someone deleted a task record.
Edited Journal Item someone edited an account journal
record.
Failed Verification some attempted to use a secured
function and was denied access.
Logged In someone logged in.
Logged Out someone logged out.
Posted PO Receipts someone posted receipts from Pos
to the database.
Reassigned Accounts someone used the Reassign
Account utility.
Received Item someone received an item on a PO
Scheduled Task someone scheduled a task.

Figure 75 - The Audit Log helps you identify who may have performed a
specific action in the database.
Purging the Audit Log
The Audit Log can contain thousands of entries. At system setup time,
you defined when a member of the System Administrator security
group should be notified that the log has reached a checkpoint number.
To purge entries from the Audit Log, use the Filter tab to select items
and then, while displayed in the list, click the Purge Displayed Log
Entries tool button. You will be asked to enter your password
and, if authorized, the displayed entries will be purged from the
database.
76 Tailoring your new system Tigerpaw CRM+Implementation Guide
Setting up the accounting interface
Details on implementing the accounting interface are located in the
Accounting Guide, a separate PDF file included in the Tigerpaw Start
menu. The following is a brief summary of the important elements of
the accounting interface.
There are several accounting related tables located under Edit | Master
Tables | Accounting Tables. These include:
General Ledger Accounts
General Ledger Account Types
General Ledger Distribution Codes
Tax Codes (See Tax Codes)
Tax Districts (See Tax Districts)
These tables must be entered prior to using any of the accounting
related functions. See Maintaining Master Tables for a detailed
explanation of how to maintain these tables.
Understanding inventory costing methods
An inventory costing method is required so the system knows how to
manage the receipt and sale of inventory. The costing method is
selected on the Configure Accounting Interface under Tools |
Accounting | Configure and Create Accounting Batches | Configure
Accounting. Basically, the system needs to maintain the costs you pay
for each item and adjust the value of your inventory downward when
you relieve the item from your inventory as a result of posting an
invoice. There are four costing methods supported and you should only
change the costing method at the beginning of your calendar year.
Discuss with your CPA which method should be used by your
company. The four methods are: LIFO (Last In First Out), FIFO (First
In First Out), Average and Standard Cost.
Using LIFO (Last In First Out) costing method
Using the LIFO costing method on the Configure Accounting Interface
window under Tools | Accounting | Configure and Create Accounting
Batches | Configure Accounting, when you relieve a specific inventory
item, the cost for the latest item purchased for this Item ID will be used
to reduce the value of your inventory. This method is generally used
when costs are rising and you want to insure the value of your standing
inventory is the lowest possible.
Using FIFO (First In First Out) costing method
When using the FIFO costing method on the Configure Accounting
Interface window under Tools | Accounting | Configure and Create
Accounting Batches | Configure Accounting, you relieve a specific
inventory item and the cost for the oldest item purchased for this Item
ID will be used to reduce the value of your inventory. This method is
generally used when costs are going down and you want to insure the
value of your standing inventory is the lowest possible.
Using Average costing method
When using the Average costing method on the Configure Accounting
Interface window under Tools | Accounting | Configure and Create
77 Tailoring your new system Tigerpaw CRM+Implementation Guide
Accounting Batches | Configure Accounting, you relieve a specific
inventory item and the average cost you have paid for all the items
purchased for this Item ID will be used to reduce the value of your
inventory.
Using Standard cost costing method
When using the Standard Cost costing method on the Configure
Accounting Interface window under Tools | Accounting | Configure
and Create Accounting Batches | Configure Accounting, you relieve a
specific inventory item and the standard cost you have entered in the
price book view under Adjust Pricing for this Item ID will be used to
reduce the value of your inventory.
Configuring the accounting interface
To configure the A/R and G/L interface, use Tools | Accounting |
Configure and Create Accounting Batches | Configure Accounting. On
the Configure Accounting Interface form, check the boxes to indicate
which accounting batch feeds you want to use. Then select the
Distribution Codes you want used for G/L processing. Select the
costing method you want to use. Costing methods supported include
FIFO, LIFO, Average and Standard Cost. Then select the Journal ID's
to be used, data selector for the AccPac general ledger set of books, and
the fiscal period to be processed. Check which accounting feed you
want to use. Select the path to locate the directory your accounts
receivable program wants the batch files to be located in. Also, select
which supported accounting package you want to interface to and your
A/R account number/department number.

Figure 76 - Establish the inventory costing method using the Configure A/R
and G/L Interface feature.
Setting up the Price Book and initializing inventory
Before you can work with specific inventory items and non-inventory
items (i.e. labor rates, assemblies and finished goods), you must first
create them in the Price Book. You can import price book items using
the Import Wizard or enter them individually. These items can be
78 Tailoring your new system Tigerpaw CRM+Implementation Guide
displayed on 1) the Price Book Item view by using the Search function
to locate a specific price book item, 2) the Price Book list view, or 3) in
BackTrack. For a detailed explanation of how inventory is purchased,
received, and relieved, see the Managing Inventory chapter.


79 Tailoring your new system Tigerpaw CRM+Implementation Guide
Setting Up a New User

Setting up the client computer
There are a few overall considerations when setting up the Tigerpaw
CRM+on a specific computer. You should have at least 120mb of
available disk space. This does not include the disk space for a database
that will probably be located on a shared network drive.
Tigerpaw Software also requires your monitor to be configured for
small fonts due to the increased graphic resolution of the windows. If
small fonts are not enabled, the window images will not display
properly. This setting is maintained under Start | Settings | Control
Panel | Display | Settings | Advanced | General tab.

Figure 77 - Your PC needs to have Small Fonts enabled for proper display of
window images.
You will also need to set your display properties to at least 256 colors.
This is performed under the Control Panel Display Settings.
80 Setting Up a New User Tigerpaw CRM+Implementation Guide

Figure 78 - Configure your display for at least 256 colors
Tigerpaw Software requires the time setting to be hours and minutes.
Do not use a military time setting. This can be checked in the Control
Panel | Regional Settings | Time.

Figure 79 - Military time settings cannot be used with the Tigerpaw CRM+.
Setting options for a specific user
Users of the suite are called Reps. Each Rep has a set of options that
determine how information is processed for that person. The Rep
options are maintained under Edit | Master Tables | Reps | Account
Reps. See Setting up the Rep tables in the Setting up Master Tables
chapter for a detailed explanation of Rep maintenance.
81 Setting Up a New User Tigerpaw CRM+Implementation Guide

Customizing the look and feel
There are many ways to customize how the system presents data to a
user and how data can be accessed and processed using the tool bars.
These tailored settings can then be saved as new settings and remain
permanent until later changed.
Changing the color scheme on grids
You can change the color scheme on a grid or list of information by
setting your preference under Edit | Master Tables | Rep | Account
Reps. Select the desired Rep to display the Rep maintenance form.
Then click on the Display tab.

Figure 80 - Each Rep can maintain a specific preference on how lists appear.
Changing the appearance of grids
Each Rep can define for a grid, the order in which the fields are to
appear, how wide each field is and what the width of each line is. The
following is a J ournal grid before customization.
82 Setting Up a New User Tigerpaw CRM+Implementation Guide

Figure 81 - Each grid can be tailored to specific information desired and
settings will be retained.
Holding the cursor over the column heading and then dragging it to a
new location, left or right, can move a column. A column can be
widened or shortened by moving the cursor over a column boundary, so
that the cursor turns into a cross hair and then dragging the column
boundary. The width of a specific line in the grid can be expanded or
contracted by moving the cursor over the beginning of the line where
one of the boxes contains an arrow to the current line. When the cross
hair is visible, drag upward or downward. The following window
shows the previous window after grid setting modifications.

Figure 82 - You can change the appearance of any grid by rearranging
columns and modifying column widths.
Customizing tool buttons
Each user can tailor the tool buttons to only display the tool buttons
desired for a specific view. This allows you to remove tool buttons that
83 Setting Up a New User Tigerpaw CRM+Implementation Guide
are not being used, reducing clutter, and then showing any new buttons
that you may want to use for this view, if applicable.
There are four sets of tool buttons. Right-click on any tool button on
any view to display the four sets and show whether or not they are
currently visible.

Figure 83 You can turn on and off any of the four sets of tool bars.
The four sets include Standard, Navigate, Suite Navigator and
Calendar. Standard is the set of tool buttons applicable for the current
view. Each view will have a set of tool buttons unique to that view. A
specific tool button, i.e. Email, may appear on all sets of tool buttons.
The following is the Standard set of tool buttons for the Account View.

Figure 84 - Each view has a standard set of tool buttons unique to that view.
You can define which tool buttons are displayed on each tool bar. Right
click on the tool bar and then click Customize. Drag the specific tool
button you do not want to see off the tool bar. To reset the tool bar,
click Reset. To place a speciic tool button on a tool bar, click the
Commands tab hile on the Customize form and then locate the tool
button under the appropriate category. Then drag the command up to
the tool bar. To relocate a tool button on a tool bar, drag the tool button
to a new location.
When you right-click on the tool bar to display which sets of tool
buttons are visible, you can also select the Customize option. This
option allows you to tailor a number of options.
Creating a new custom tool bar
You can create a new set of tool buttons and give it a custom name for
use later. It will appear in the list of available tool bars where you can
turn it on and off.

Figure 85 - You can create your own custom tool bars.
84 Setting Up a New User Tigerpaw CRM+Implementation Guide
Modifying the menu items in a menu list
You can add or delete items from each menu list. The menu bar is at
the top of the window and contains words such as File, Edit and View
which, when clicked, display a menu list.

Figure 86 - The Menu Bar provides access to a menu list and helps group like
items together.
Under Customize, the Commands tab lets you tailor each menu list to
your preference.

Figure 87 - Menu bar lists can be tailored to your specific preference.
Under Customize, you also have an Options tab that lets you tailor how
menus are displayed, whether tool tips are employed, and menu
animation.

Figure 88 - There are many options available to configure menus and tool
buttons.
Setting up shortcut keys
You can also create a Shortcut Key sequence to activate the command.
Click the Keyboard button to view the Categories of commands and
current keys that activate commands. Highlight a desired command and
press the keys that will be the new shortcut.
85 Setting Up a New User Tigerpaw CRM+Implementation Guide

Figure 89 - You can enter a shortcut key used to execute a command.
Relocating tool bars
The two major tool bars are the Standard tool bar that is the tool bar at
the top of each view and the Navigator Bar that is displayed vertically
on the left side of each view. The Standard tool bar provides access to
common functions whereas the Navigator Bar provides access to
specific views. You can relocate a tool bar to any geographic area on
the window - click and hold the cursor down over the double bar at the
beginning of a tool bar and drag it to a desired location on the window.
To return the tool bar to its original location, click the double bar while
holding down the cursor and drag it to its original location.

Figure 90 - Each tool bar can be relocated to any position on the window.
Resetting toolbars to the original state
If you want to return to the original system settings, use the Custom
option and under the Toolbars tab, click the Reset button.
86 Setting Up a New User Tigerpaw CRM+Implementation Guide

Figure 91 - You can always reset the tool buttons to their original settings.
Modifying shortcut keys
A shortcut key is a set of key depressions that invoke a function. For
example depressing the control key and the letter N (Ctrl N) will
invoke the New Account window. You can set your own shortcut keys
for every menu item and function by clicking on the Keyboard
button on the Customize window.

Figure 92 - You can create your own shortcut keys for frequently accessed
functions.
87 Setting Up a New User Tigerpaw CRM+Implementation Guide
Implementing the Modules

Implementing Pursuit
Learning before you leap
Before exploring the many methods of accessing, entering,
printing and analyzing information in Pursuit, you are
highly encouraged to view the training videos and take the
courses at Tigerpaw University. The implementation
guidelines are designed to give you a way to begin to use
Pursuit now!
Pursuit Implementation Checklist
This checklist has been provided to help you implement
Pursuit as quickly as possible with a minimum of effort.

The first thing you should do is appoint someone
responsible for the implementation of Pursuit. It goes
without saying that the person chosen must have the
authority to get the job done. In addition, that person must
have or acquire certain skills or must be able to call on
others with those skills. Basic computer skills are an
absolute must.

Above all, you must learn to use Pursuit if you expect to
get the maximum benefit from the system.

Next, you should define your basic requirements in as
much detail as is reasonably possible - write them down.
Then, work backwards, starting with the output you need to
get from Pursuit. Determine what reports you need and the
information you need to be able to access from the
computer screen. On a more general level, you should
consider the following topics: getting the initial data into
the system, learning to use the system, implementing the
system, using the system, and protecting your data.
Getting the initial data into the Pursuit
Getting data into the Pursuit is a large part of the
implementation process. You dont have to get all the data
in before you can start using Pursuit, just whatever you
decide you need to start with. Pursuit simplifies the task by
88 Implementing the Modules Tigerpaw CRM+Implementation Guide
allowing you to add code-type data on the fly, minimizing
the necessity to spend a lot of time loading code tables.
There are three ways to get data into Pursuit - you can
manually enter it, import it, or use ODBC technology.
Pursuit can import data from other applications, such as
from your accounting system. This method is the most
commonly used to initially load data. In order to import
data, you must have the data in either a comma-quote,
tab, or carriage return - line feed delimited ASCII text
file.

If you import data, verify the results of the import process.
Check that the correct number of records was imported and
verify every field in a few of the imported records. You
dont have to verify every field in every record, just enough
to satisfy yourself that the import worked properly. At a
minimum, you should verify every field in the first record,
the last record, and a few records in the middle of the file.
Learning to Use Pursuit
Every person who is going to use Pursuit should attend
Tigerpaw University. This is the fastest way to learn how to
use Pursuit effectively. If you dont , you will spend far
more time than necessary learning to use Pursuit.

Implementing Pursuit checklist
Use the checklist below to guide you through the
implementation process. Some of the tasks are optional,
depending on your output requirements.
Review your security requirements and, if necessary,
define new Security Groups (from the Network and
Security section of the Tools menu).
Create the Rep records for everyone who is going to use
Pursuit. Click the Edit | Master Tables | Rep Tables |
Account Reps to display the Rep list and then click the
Add New button to display the account rep Maintenance
form. Each rep should review the rep-specific
customization options available.
Review and modify the following Account information
tables (from the Edit menu | Master Tables menu item).
From Edit | Master Tables | Account Tables, enter the
following:
Account Types (Company, Individual,
Project, etc.)
Account Statuses (Active, Inactive, etc.)
89 Implementing the Modules Tigerpaw CRM+Implementation Guide
States
Countries
Custom Account Popups, User Popup 1
(optional, user-defined)
Custom Account Popups, User Popup 2
(optional, user-defined)
Custom Account Popups, User Popup 3
(optional, user-defined)
From Edit | Master Tables | Phone Locations enter
specific phone locations (Home, Office, Pager, etc.)
From Edit | Master Tables | Contact Tables, enter the
following:
Titles
Departments
Name Prefixes
Contact Profiles (Golfer, Conservative,
Good Old Boy, etc.)
Contact Groups (Whole Life Prospect, Male
- Age 30-45, etc.)
Custom Contact Popups, ConPopup 1
(optional, user-defined)
Custom Contact Popups, ConPopup 2
(optional, user-defined)
Custom Contact Popups, ConPopup 3
(optional, user-defined)
From Edit | Master Tables | Journal Tables enter Journal
Actions (Left a Message, Sold Something, etc.) and
J ournal Topics (Sales Call, Accounting Call, etc.)
From Edit | Master Tables | Task Actions, enter:
Task Actions, Phone Calls (First Contact,
Schedule Training, Define Needs, etc.)
Task Actions, Appointments (Appointment,
Lunch, In-house Meeting, etc.)
Task Actions, To-Do's (Call, Go See, Send a
Letter, Fax Literature, etc.)
From Edit | Master Tables | Marketing enter:
Standard Industry Codes
Account Profiles (Fortune 500 Company, Multi-
location Company, Pursuit Client, etc.)
Account Groups (Accounts in Zip Code 68127-
33, Memory Upgrade Prospects, etc.)
90 Implementing the Modules Tigerpaw CRM+Implementation Guide
From Edit | Master Tables | Rep Tables | Rep Groups
(optional, user-defined)
Enter information into the Knowledge Base. The
Knowledge Base contains non-account related
information in Books and Chapters. A Book consists of
one or more Chapters; a Chapter can contain unlimited
text.
Enter or import account and contact data. You must at
least have the account data in Pursuit before you can do
anything with the account, such as schedule a task or
write a letter.
Customize the grids. Pursuit uses grids for the journal,
Contacts, and Tasks and each Rep can customize the grids
to their own specifications. The fields on the grids can be
made larger/smaller and they can be moved around on the
grid. The J ournal grid can be sized and moved around on
the screen. In general, its easier to customize a grid after
there is some data to fill the grid.
Begin day-to-day operations.

91 Implementing the Modules Tigerpaw CRM+Implementation Guide
Implementing Quotes
Understanding the steps in processing a quote
Quotes consists of three basic functions:
1. The creation and acceptance of a quote
2. The processing of the order to create and fill a Work Order
3. The creation, printing and posting of an invoice.
To implement Quotes, the most significant element is the price book,
which contains all line items that can appear on a quote, work order or
invoice.
Implementing Service & Repair
Once you have Service & Repair installed, you can begin the
implementation process. That process can be divided into several
tasks:
Appoint someone responsible for the implementation
Learn to use the system
Develop an implementation plan
Get the initial data into the system and verify the data
Run a parallel with your existing system to verify the processes used in
Service
Go live - begin using the system without parallel processes

The very first thing you should do is appoint someone to be
responsible for the implementation. It goes without saying that the
person chosen must have the authority to get the job done. In addition,
that person must have (or acquire) certain skills or must be able to call
on others with those skills. Basic computer skills are an absolute must.
Someone (hopefully everyone) must, for instance, know (or learn) how
to use the basic functions of Windows-95/98 if that is the operating
software you use.

After you appointment someone responsible for the implementation,
you can begin the next two steps simultaneously - learning to use the
system and developing an implementation plan.

Make sure the system satisfies the requirements you define. Service is
a powerful system with many useful functions and features, and it
addresses many service-related problems common to most
service/repair operations. It also addresses several issues that are not
common to most organizations - they simply dont need to do some of
the things that Service does. Nonetheless, the system may not do
93 Implementing the Modules Tigerpaw CRM+Implementation Guide
absolutely everything you want it to do in the exact manner you want
it done. Unless your requirements are very basic and flexible, thats
too much to expect from any software system.

If you find that the system does not do something essential to your
operation, let us know. We are eager to help and we have a vested
interest in your successful use of our software. Maybe you just do not
know that the function is available, or maybe we can show you a
work-around that is at least acceptable even if it is not an optimal
solution, or maybe we can include what you need in the next release of
the software. Customizing the software to your exact specifications is
always a possibility.
Developing an implementation plan
Develop an implementation plan, using the Implementation Checklist
provided below to guide you. Assign individual people the
responsibility to complete specific tasks and set realistic completion
dates. Some of the tasks in the Implementation Checklist are optional,
depending on your output requirements. A guesstimate has been
supplied for each of the tasks in the checklist, assuming the data is
entered manually, not imported or captured via OLE technology.

During the implementation planning process you should also make
post-implementation, system operation plans. Refer to the Operational
Responsibilities Checklist later in this chapter for assistance with this
task.
Getting the Initial Data Into the System
Getting the initial data into the system is a large part of the
implementation process. You dont have to get all the data in before
you can start using the system, just whatever you decide you need to
start with. Service simplifies the task by allowing you to add data on
the fly, in most cases, from the form where you need to use the data.
This feature minimizes the necessity to spend a lot of time loading
code tables, such as the Status and Priority codes.
Service can import data from other systems, from your accounting
system, for instance, and this is the method most commonly used to
initially load the Master files (see Importing in the User Guide).
The following is a list of the files you can import data into:
Accounts
Contacts
Vendors
Manufacturers
Price book Categories
94 Implementing the Modules Tigerpaw CRM+Implementation Guide
Price book Items

In order to import data, you must have the data in either a quote -
comma or carriage return - line feed delimited ASCII text file.
No matter how you get the data into the system, it is very important
that you verify that the data is correct. Check that the correct number
of records have been captured and verify every field in a few of the
records. You do not have to verify every field in every record, just
enough to satisfy yourself that the process worked properly. At a
minimum, you should verify every field in the first record, the last
record, and a few records in the middle of the file.
Entering service tables
There are many service tables, which need to be initialized before you
can effectively use the Service module. The service tables are located
under Edit | Master Tables | Service Tables. See Editing Master
Tables. These service tables include:
Contract Statuses maintain contract status codes (i.e. in-force, active,
cancelled, renewed)
Contract Templates create and maintain templates, which are pre-
defined contracts to be used when creating a new contract.
Priorities enter priority codes and determine which codes come
before or after other codes.
Service Order Statuses - enter in status codes used to differentiate
service orders by the stage they are in (i.e. open, closed, on hold,
waiting for parts, ready for invoicing, waiting on RMA, waiting for
customer to return). Note there are statuses that cannot be deleted
because they are used by the system.
Service Order Types enter in type codes to differentiate service orders
by the type of work being performed (i.e. installation, depot, on-site,
carry-in, MAC, AMC, phone). Note there are types that cannot be
deleted because they are used by the system in specific processes. For
example, the type "Installation" is used when a service order is created
from a quote.
Systems enter in system categories or system names to assign to
customers (i.e. Novell network, NT Network, TIE System, Toshiba,
Executone, Toshiba).
Time Log Reasons Enter in reason codes for tech labor. Each code
can be marked as a billable, chargeable to maintenance contract or non-
billable (i.e. repaired equipment, travel non-billable, discuss with
customer, lunch break, research).
Warranty Method enter warranty programs you want to use and select
the warranty form you want to print after a service order has been
processed.
95 Implementing the Modules Tigerpaw CRM+Implementation Guide
System Implementation Checklist
Use this checklist as a guide during the implementation process;
modify it to meet your specific requirements.

Create the Rep records for everyone who is going to use the system.

Click the Edit | Master Tables | Account Reps to display the Rep list
and then click the Add New button. Allot 3-4 minutes per Rep for this
task.

Person(s) Responsible: __________________ Date Due: _______

If you intend to produce invoices from the system, create the necessary
Tax District and Tax Code records (click the Edit | Master Tables | Tax
Districts and Tax Codes). A (new account) default Tax Code can be
set in the Options file, see below. This task takes a few minutes, at
most.

Person(s) Responsible: __________________ Date Due: _______

Review the customization options and make the necessary
modifications to the Options file (under Tools | Options). This task
takes 10-20 minutes.

General and Business Info
Enter all the company related information - name, address, phone, fax,
Email address, etc.

If you are doing business in Canada check the Tax GST box and enter
the GST Rate.

Enter the days and hours your business is open.

Service automatically enters the Date and Time a service order is
received (entered into the system). If you want to allow the Service
Order Received Date and Time to be manually changed, check the
appropriate box at the bottom of the form.

You can force the system to check for a completed time log record
before it allows a service order to be Closed by checking the Force
Time Logging box at the bottom of the form.
Defaults
Review/modify the Default settings. Except for the Tax Code default,
which is used when a new account is added to the system, all the
defaults on this tab are used when a new service order is entered into
96 Implementing the Modules Tigerpaw CRM+Implementation Guide
the system. Service automatically copies these defaults into the new
service order and then lets you change them, if required.
Price book
Decide on names for the seven selling price levels of the items in the
Price book and enter them in the appropriate fields.

Determine the Mark-Up, Mark-Down, and Margin percentages you
want used to calculate an items selling price at any given price level.
Both Mark-Up and Margin are calculated against the Base Cost,
Markdown is calculated on the List Price.

Decide which field you want printed on service orders and invoices,
the Item/Model Number or the Part Number, and check the appropriate
dial button.
Next Numbers
If required, set the next numbers to the initial starting values you want
to use.

Person(s) Responsible: __________________ Date Due: _______

Review and modify the following Account Information files (from the
Edit | Master Tables | Account Information). You can maintain these
files on the fly, but you should at least review them during the
implementation process. This task takes 10-15 minutes, total.
Status (Active, Inactive, etc.)
Types (Company, Individual, Project, etc.)
Salutations
Titles
States
Countries
Departments

Person(s) Responsible: __________________ Date Due: _______

Review/modify the following Service Order Code Tables (from the
Edit | Master Tables | Service Tables menu item). You can maintain
these files on the fly, but you should at least review them during the
implementation process. This task takes 10-20 minutes.
Status (Open, Closed, Waiting for Parts, Ready for Invoicing, etc.)
Types (On-site, Phone, Carry-in, On-site Maintenance, etc.)
Payment Methods (Warranty Coverage, Net 10, Net 30, Visa, etc.)
Shipping Instructions (Federal Express, UPS Ground, etc.)
Priorities (High, Low, Emergency, etc.)
Systems (Laser Printers, PC Systems, 486-systems, Fax Machines,
etc.)
Freight Terms (FOB, Destination, etc.)
97 Implementing the Modules Tigerpaw CRM+Implementation Guide
Billing Terms (Net 10, Net 30)
Time Log Reasons (Travel Time, Bill-able Repair Time, Non-Bill-able
Repair Time, etc.)
Person(s) Responsible: __________________ Date Due: _______

Enter or import Vendors (from the Edit | Master Tables menu item).
Vendor information is used in the Price Book Items records and for
RMA processing. Typically, this task only takes 15-30 minutes,
because of the low volume of data.
Person(s) Responsible: __________________ Date Due: _______

If you use Warranty or service contracts, from the Contracts menu of
the Service Order View, perform the tasks listed below. This process
generally takes from several to quite a few hours, based on the amount
of detail captured. A major variable is whether or not specific item
records (with or without serial numbers) are to be entered, or is the
contract non-specific in that regard, such as a fixed hour contract.
Typically allow 5 minutes total for the Contract Types and Statuss
files, 3-4 minutes per Contract Template, 3-4 minutes per Contract,
and add 30 seconds for each item specifically covered on a contract.
Review/modify the Contract Types.
Review/modify the Contract Statuss.

Create Contract Templates. Contract Templates contain boilerplate
information for Contracts. Their use is optional; you can create a
contract without using a Contract Template, but, in most cases, the
Templates make it easier and faster to create a new contract.
Create Contracts. Add the Items Covered to the Contracts, including, if
applicable, serial numbers for each item. Remember that more than
one Account can be on a contract and each account on a contract has a
separate file of the items covered for that Account.
Person(s) Responsible: __________________ Date Due: _______

Enter or import Manufacturers (from the Edit | Master Tables menu
item). Manufacturer information is optionally used in the Price book
Items records. Typically, this takes only a few minutes, because of the
low volume of data.
Person(s) Responsible: __________________ Date Due: _______

Enter or import Price book Categories (from the Edit | Master Tables
menu item). These Categories are optionally used in the Price book
Item records. Takes a few minutes.
Person(s) Responsible: __________________ Date Due: _______

Enter or import Price book Items (from the Edit | Master Tables | Price
book Items menu item). These are the items you sell/service,
98 Implementing the Modules Tigerpaw CRM+Implementation Guide
including material and labor items. At a minimum, you must create
records for all items that are to be used as charges on an invoice.
Entering the data manually takes about one minute per Item.
Person(s) Responsible: __________________ Date Due: _______

Enter or import Account and Contact data. You must at least have the
account data in the Service system before you can do anything with the
account, such as write a service order or create a contract for the
account. Entering the data manually takes about 20-30 seconds per
account and the same for each contact.
Person(s) Responsible: __________________ Date Due: _______

Enter optional Alternate Bill-To and Ship-To addresses into the
Account records. Service allows for multiple Bill-To and Ship-To
addresses per account.
Person(s) Responsible: __________________ Date Due: _______

Enter Customer Inventory data. The Customer Inventory file is an
optional list of all the material items that you know the customer owns,
regardless of where the customer got them. The items may need to be
repaired in the future or you may want to be able to determine when
the customer got the item. Service can be setup to automatically add
items to a customers Inventory file during the invoice posting
process. Takes 15-30 seconds per item entered.
Person(s) Responsible: __________________ Date Due: _______

Enter information into the Reference Library. The Reference Library
contains non-account related information in a two-tiered structure,
Books and Chapters. A Book consists of one or more Chapters; a
Chapter contains user-supplied text that refers to a particular subject.
The most common type of information in the Reference Library in a
service environment consists of troubleshooting information. The
idea, of course, is to record anything that will be helpful if (when) the
same problem comes up in the future. Getting information into the
Reference Library takes a few minutes to many hours, based on the
amount of text to be entered.
Person(s) Responsible: __________________ Date Due: _______

Enter historical service order data, if desired. Enter the information in
the same manner as you enter new service orders. This task takes from
1-3 minutes per service order depending on the amount of data
entered.
Person(s) Responsible: __________________ Date Due: _______

At this point you should have all the required data in the Service
system and you are ready to begin running the system in a parallel
99 Implementing the Modules Tigerpaw CRM+Implementation Guide
mode with your existing system. If yours is a new operation or you are
doing the service-related work manually, a parallel operation is not
required and you can begin using the system at this point.
The important thing is that you verify everything necessary to be
confident that the system works and provides the information you
need.

Refer to the Operational Responsibilities Checklist below for a list of
things you should consider before running the software in an
operational, live mode.

Begin day-to-day operations.

100 Implementing the Modules Tigerpaw CRM+Implementation Guide
Operational Responsibilities Checklist
During the implementation planning process, you should also make
plans for the day-to-day operation of the system. Use the checklist
below as a guide:

Entering basic service order information. Identify the person(s) who
will enter the basic information for a service order (Receiving the
service order). This includes accessing the Account against which the
service order is to be written and entering a Brief Description of the
problem. If the account is not already in the system, it has to be added
before you can proceed.
Person(s) Responsible: _____________________________

Verifying that a valid Warranty/Service contract is or is not in force.
This function is most often performed by the same person who enters
the basic service order data. If the work to be performed is covered by
a valid contract, the contract identifier (number) must be added to the
service order.
Person(s) Responsible: __________________________

Dispatching. Someone must check technician availability and assign
the service order to a technician (Open the service order). This is the
basic tech dispatching function; the person with this responsibility is
normally also responsible for the monitoring process (see below).
Person(s) Responsible: __________________________

Determining and recording more of the specifics of the problem.
Additional information that may be recorded during the repair /
problem solving process includes the Item Number, Description, and
Serial Number of the items in need of repair, comments specific to a
broken item, General Symptom information related to the service order
rather than to an individual broken item, and date/time stamped Notes
designed to record everything you might want to record during the
repair process.

In a software environment, you may need to gather bug or problem
related information, the software version number, information about
the software and hardware operating environment, etc.
Person(s) Responsible: __________________________

Entering/closing out RMA information. If an item must be returned to
a vendor for any reason, someone should be assigned the responsibility
to make sure that the item is returned or that the proper credit is
(eventually) made to your account.
Person(s) Responsible: __________________________
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Monitoring the repair or problem solving process. This is the most
important day-to day function in a service organization - it consists of
making sure that everything is being done on time, as efficiently and
effectively as possible. Service includes quite a few reports and screen
displays designed to make the monitoring process a reasonably simple
task. Among other things, you should routinely monitor:

What service orders are still Open (not done)?
What service orders are waiting on parts?
What service orders are ready to be invoiced?
What service orders are approaching contractual or requested by
deadlines?

Person(s) Responsible: __________________________

Making the repair, completing the installation, or solving the problem.
This is the actual repair or solving the problem function. The person
who makes the repair may make notations on the service order that are
then entered into the system by someone else, or the repairperson may
enter the data himself.
Person(s) Responsible: __________________________

Recording post repair information. After the repair process has been
completed, someone enters additional information into the system such
as technician time charges and invoice charges. In some environments,
this also includes making entries into the Reference Library so that
anything useful concerning this problem can be accessed by others
faced with the same problem in the future.
Person(s) Responsible: __________________________

Accounting/billing functions. The following functions are usually
performed by the accounting department:

Printing Invoices
Posting invoices
Entering invoice information generated by Service into your
accounting system
Contract billing and getting the invoice information into your
accounting system
Person(s) Responsible: __________________________

Analyzing repair information. All aspects of the repair or problem
solving process should be analyzed periodically in an attempt to
improve the process. The search for improvement is often profit
102 Implementing the Modules Tigerpaw CRM+Implementation Guide
motivated and in other cases its motivated by a desire to increase
customer satisfaction. In either case, you should consider things like:

What causes the most severe problems?
What causes the most frequently occurring problems?
How you can prevent the problem, or increase the time between
occurrences of the problem? Should you use better quality parts or get
the parts from a different manufacturer?
How can you reduce the time it takes to make the repair?
How you can make the process more profitable (raise prices, charge
more for service contracts, etc.)?
Person(s) Responsible: __________________________
103 Implementing the Modules Tigerpaw CRM+Implementation Guide
Implementing Parts
Reviewing implementation considerations
Implementing inventory control requires thoughtful
planning and organization before actually creating and
maintaining inventory quantities. Once you take a physical
inventory, you must process all sales and purchases in order
for your inventory to remain current and accurate. Creating
purchase orders and posting receipts will add inventory, but
unless you are posting invoices created for quote work
orders or service orders, the inventory will not be updated
to reflect the depletions. Inventory control is a two way
street. You must receive and deplete inventory on a daily
basis for inventory control to have any meaning.
Before you can perform the purchasing function, you need
to answer the following:
Will you want a report on all sales showing the inventory
that was used?
Will you want a report showing all purchases?
Will you want to create transaction files to either use for
entering in transactions into your accounts receivable and
general ledger or for automatic importing and posting into
accounting packages supported by the application?
Who is responsible for your general ledger chart of
accounts?
Who is responsible for maintaining you inventory?

Based on your response to these questions, you will set up
various tables and files prior to actually purchasing and
receiving inventory.
Creating and maintaining the price book
The heart of the inventory control system is inventory items
maintained in the price book. The price book contains line
items for every item in your inventory. Inventory items are
coded as Material items under the Type field on the main
price book screen. Inventory detail for each item is shown
under the Inventory Detail. The inventory detail screen is
a results screen, which shows quantities, locations, and
costs for the item. Specific transaction information about
the inventory item is available in numerous reports in the
Report Manager under Inventory Reports.

104 Implementing the Modules Tigerpaw CRM+Implementation Guide
In order to create accounting transactions when the item is
sold or purchased, accounting distribution codes must be
entered under the Accounting tab on the price book main
screen. These distribution codes are created under Master
Tables and reflect the general ledger accounts that will be
debited and credited when the item is sold or purchased.
For each item, there is a Revenue and Cost column, which
contains the distribution codes for each level of pricing.
There is also a place to enter the general ledger distribution
code for a purchase of this item.

You can manually adjust the count of an item to begin the
process of maintaining inventory. If the item is serialized,
you must enter the serial numbers on hand for the quantity
you enter before actually using the items to fill orders.

When you process purchase orders (post received items),
your inventory is updated with additional inventory items.
When you process sales through quote work orders or items
being used to complete a service order (post invoices), you
deplete your inventory.

When you take a physical inventory that means to count
your inventory and compare it to what the computer thinks
you have on hand, you adjust inventory either up or down
and record the variances.
Committing to maintaining inventory
counts
Do not begin to implement the Parts module unless you are
committed to the following:
1. Setting up your costing method (LIFO, FIFO, Average
or Standard Cost)
2. Creating the accounting and inventory tables.
3. Creating the price book with detail on each inventory
item.
4. Creating a purchase order for each location, you want to
track in your inventory and entering the current counts
of each item in each location as a receipt. This is how
you get your initial inventory into the system because
the system needs to know the costs and location of each
item.
5. Always purchasing items using Purchase Orders for
items you want to sell and posting them into your
inventory.
105 Implementing the Modules Tigerpaw CRM+Implementation Guide
6. Selling items through quotes or service orders and
posting invoices to deplete inventory.
7. Running inventory reports showing sales, purchases,
and inventory valuation.
8. Taking periodic physical inventories to make sure what
the computer thinks you have on hand is actually, what
you have on hand.

106 Implementing the Modules Tigerpaw CRM+Implementation Guide
Outline for Implementing Pursuit


Basic Implementation
Enter reps
o First name
o Password
Advanced
Security Group
Rep groups
Preferences
Enter Account
o Account name
Advanced
Import Accounts
Search accounts
J ournal, F8
Task F5
o Task list view

Advanced Implementation
Account types
Account status
Account ID
J ournal actions
J ournal topics
Task Action
Custom Fields
o Account
o Contact
Custom Folders
Marketing
o Basic
Account groups
Contact groups
Advanced
o Profiles
o SIC codes
o Account list view (mass assign to groups)
o Source
o Group e-mail
o Group fax
107 Outline for Implementing Pursuit Tigerpaw CRM+Implementation Guide
o Group mail merge
Activities
o Account profiles
o Account Groups
Mass assign (account list view)
o Activity paths
Opportunities
o Activities
Workflow
o Account statuss
o Quote statuss
o Service Order Statuss
o Workflow Departments
o Rep Groups
o Activities
108 Outline for Implementing Pursuit Tigerpaw CRM+Implementation Guide
Outline for Implementing Quotes

Basic Implementation

Enter Accounts
Enter Reps
Price Book Item
Item ID
Key description
Type
Serialized
Advanced Implementation

Price Book Item
o Import
Standard Cost
Mfg. List Price
Price levels
Vendors
Warranty Days
UPC code
Description 1&2
o Labor hours
o Assemblies
Open assemblies
Closed assemblies
o Case specifications
o Features
Discount
o Dollar amount
o Percent
o Sell for
o Margin
Trade-in
Work Order
Invoicing
o Payment method
o Terms
o Invoice type
o Tax code
Tax district
Opportunities
109 Outline for Implementing Quotes Tigerpaw CRM+Implementation Guide
Workflow
o Account statuss
o Quote statuss
o Service Order Statuss
o Workflow Departments
o Rep Groups
Activities
110 Outline for Implementing Quotes Tigerpaw CRM+Implementation Guide
Outline for Implementing Service

Basic Implementation


Enter accounts
Enter techs
Service Order


Advanced Implementation

Tech time tracking
o Time logs
Basic Time Logs
Time log reasons
o Advanced
Rate
Contract chargeable
Billable
Unit factor
Batch entry
RMA tracking
o Enter Vendors
o Customer RMA number
o Storage Bins
o Shipping Methods
Customer inventory
o Exchanges
Enter price book items
Customer Inventory


Dispatching
o Basic Dispatching
Enter Techs in master tables
o Advanced Dispatching
Dispatch board
Create task actions
Create rep groups
S.O. statuss
S.O. types
111 Outline for Implementing Service Tigerpaw CRM+Implementation Guide
Rep groups



Service Order List View
Basic
Service Order
Advanced
Service Order statuss
Service order Types
Service Order priorities
Account types
Account Group
Account Profile
Reference number
Account ID
Service Zone
Systems
Contracts
Basic
o Select account
Advanced
o Price book
o Customer inventory
o Contract type
o Payment Method
o Tech assigned
o Reference number
o Billing parameter
o Contract type
o Time log reasons
o Set default contract for account

Invoicing
o Basic
Price book item
Basic
o Item ID
o Key description
o Type
Service order
Advanced
o Import price book
Standard Cost
Mfg. List Price
112 Outline for Implementing Service Tigerpaw CRM+Implementation Guide
Price levels
Vendor (default)
Information
Accounting
Purchasing
Features
Set serialized flag




113 Outline for Implementing Service Tigerpaw CRM+Implementation Guide
Outline for Implementing Parts


Implement basic Service or Pursuit and Quotes
Enter warehouse locations
o Basic
Default warehouse 1
Advanced
Warehouse Types
Warehouse Locations
Enter price book items
o Basic
Manually enter
Item ID
Key description
Type
o Advanced
Import Price book
Standard Cost
Mfg. List Price
o Price levels
Vendors
Warranty Days
Labor hours
UPC code
Description 1&2
Case ordering
o Assemblies
o Create Purchase order to load initial item quantities.

114 Outline for Implementing Parts Tigerpaw CRM+Implementation Guide

Figure 1 - The Price Book view displays the detail information for an inventory item or
labor rate. .......................................................................................................................... 10
Figure 2 - The Serial Number Log shows every transaction for a serialized item. .......... 11
Figure 3 - A price book item that is an Open Assembly will have a bill of materials...... 12
Figure 4 - A Finished Good is a manufactured item from other line items in the price
book................................................................................................................................... 13
Figure 5 - Build manufactured finished goods from available inventory items. .............. 13
Figure 6 - Inventory locations are maintained from the Inventory menu item under
Physical Inventory. ........................................................................................................... 14
Figure 7 - Perform physical inventory counting and resolve discrepancies after you have
prepared the count worksheets.......................................................................................... 14
Figure 8 - The first step in taking a physical inventory is to create the count file............ 15
Figure 9 - Enter physical counts from inventory. Use the Auto-Count feature to auto-enter
the same counts as were printed on the worksheets and then note any variances. ........... 15
Figure 10 - Use the Purchase Order view to create new purchase orders and receive items.
........................................................................................................................................... 16
Figure 11 - You can manage the detail for every line item on a purchase order.............. 17
Figure 12 - The installation CD has an auto-run feature that displays a menu of
installation options............................................................................................................ 28
Figure 13 - Make sure you are running the latest version of Business Suite 9 Enterprise.
........................................................................................................................................... 30
Figure 14 - Read all wizard screens carefully................................................................... 31
Figure 15 - Select the appropriate server, database, and connection method................... 31
Figure 16 - You can add your SQL server if it isn't in the list.......................................... 32
Figure 17 - The new database name must be unique........................................................ 32
Figure 18 - Review this information before you click finish............................................ 33
Figure 19 - A status window will keep you informed of the migration progress............. 33
Figure 20 - Take note of the physical location of your new database files. ..................... 34
Figure 21 - Give any error information to Tigerpaw Technical Support.......................... 34
Figure 22 - Before logging in, you need to select an attached database........................... 35
Figure 23 - If you select the second option, you will need a user ID and password
supplied by the system administrator................................................................................ 35
Figure 24 - Connection information is only required if you selected the second
authentication mode.......................................................................................................... 36
Figure 25 - You must select a server and database to continue the Login process........... 36
Figure 26 - Enter or select the user to log in as and enter a password, if required........... 36
Figure 27 - The More>>button on the log in window allows you to change which
modules you log into......................................................................................................... 37
Figure 28 - A Tip of the Day can provide useful information you may not be aware of. 37
Figure 108 - You can view the system-wide Options in either List View or Icon View.. 48
Figure 109 - You can set the default database and the default user name to be used at the
currently logged in workstation. ....................................................................................... 49
Figure 110 - The Business options establish your business criteria for use in the system.
........................................................................................................................................... 50
115 Outline for Implementing Parts Tigerpaw CRM+Implementation Guide
Figure 111 - Each quote and opportunity record can be controlled automatically based on
the occurrence of certain events........................................................................................ 50
Figure 112 Control how the system processes service orders by setting up the codes to
be used under Service Order options setup....................................................................... 52
Figure 113 - You can establish specific settings for inventory control including default
locations............................................................................................................................ 54
Figure 114 - You can edit default disclaimers for each type of invoice; sales, service and
contract billing. ................................................................................................................. 56
Figure 115 - Determine the initial next sequential starting number for the creation of
accounts, service orders and quotes.................................................................................. 57
Figure 116 - The security function in Tigerpaw CRM+is modeled after Microsoft SQL
security roles and permissions.......................................................................................... 58
Figure 117 - You can establish how the system works with your accounting software... 58
Figure 118 - You can select preset debit/credit account code combinations to help you
update your accounting system......................................................................................... 61
Figure 119 - You can define how you want tax applied on a system-wide basis under the
Tax Options function. ....................................................................................................... 62
Figure 120 - The email options must be established before you can perform group emails.
........................................................................................................................................... 63
Figure 121 - You can identify a specific logo to be used on selected documents such as
quotes and invoices, and specify a defaults reports directory for all users....................... 64
Figure 122 - Master tables need to be set up and appropriate values entered before you
can effectively use most functions.................................................................................... 65
Figure 123 - You can scan in any document and save it as a graphic file associated with
an account, service order, or quote. .................................................................................. 65
Figure 124 - You can define unlimited global custom fields related to a single database
which can be accessed by all authorized reps................................................................... 66
Figure 125 - Users (called reps) can establish personal settings for how they want the
system to display on screen............................................................................................... 66
Figure 126 - You can tailor the system to meet your specific requirements and define
many personal settings to be used by the system including passwords............................ 67
Figure 127 - You control security groups under Tools | Network and Security | Security.
........................................................................................................................................... 67
Figure 128 - You must verify your password to access security settings......................... 68
Figure 129 - You must enter a valid password to access security settings....................... 68
Figure 130 - You can elect to not enforce security so a password is not required to log in.
........................................................................................................................................... 68
Figure 131 - You can define unlimited security roles....................................................... 69
Figure 132 - Security for accounting functions includes who can create a batch file. ..... 70
Figure 133 - There are many security settings for managing accounts and contacts. ...... 70
Figure 134 - You can control through security who processes activities. ........................ 71
Figure 135 - Credit Memo processing can be restricted through security........................ 71
Figure 136 - You can control who may create custom fields........................................... 71
Figure 137 - You can control who is allowed to modify the Knowledge Base................ 71
Figure 138 - Controlling who has access to price book functions is critical to pricing
integrity............................................................................................................................. 71
116 Outline for Implementing Parts Tigerpaw CRM+Implementation Guide
Figure 139 - Securing the invoice process should be of primary concern........................ 72
Figure 140 - You can control who is allowed to export information from list views....... 72
Figure 141 - You can control who has access to each module in the Suite...................... 72
Figure 142 - Make sure only a few Reps can actually modify the Master Tables............ 72
Figure 143 - You can control how opportunities are maintained in the system. .............. 72
Figure 144 - You may want to secure who can view your costs. ..................................... 72
Figure 145 - You may want to control who can change project assignments. ................. 73
Figure 146 - Purchase orders should be created by only a few authorized Reps.............. 73
Figure 147 - You can require a manager to approve a quote before it can be sent to a
customer............................................................................................................................ 73
Figure 148 - You may want to limit who can print sensitive reports. .............................. 73
Figure 149 - You can limit who is allowed to create and edit RMA records. .................. 73
Figure 150 - You can control who edits service contracts................................................ 74
Figure 151 - You can control who is allowed to synchronize records with Outlook. ...... 74
Figure 152 - You can decide who can view other Rep's calendars................................... 74
Figure 153 - You can filter the Audit Log for specific types of actions........................... 75
Figure 154 - The Audit Log helps you identify who may have performed a specific action
in the database................................................................................................................... 76
Figure 155 - Establish the inventory costing method using the Configure A/R and G/L
Interface feature................................................................................................................ 78
Figure 156 - Your PC needs to have Small Fonts enabled for proper display of window
images. .............................................................................................................................. 80
Figure 157 - Configure your display for at least 256 colors............................................. 81
Figure 158 - Military time settings cannot be used with the Tigerpaw CRM+................ 81
Figure 159 - Each Rep can maintain a specific preference on how lists appear............... 82
Figure 160 - Each grid can be tailored to specific information desired and settings will be
retained.............................................................................................................................. 83
Figure 161 - You can change the appearance of any grid by rearranging columns and
modifying column widths................................................................................................. 83
Figure 162 You can turn on and off any of the four sets of tool bars............................ 84
Figure 163 - Each view has a standard set of tool buttons unique to that view................ 84
Figure 164 - You can create your own custom tool bars.................................................. 84
Figure 165 - The Menu Bar provides access to a menu list and helps group like items
together. ............................................................................................................................ 85
Figure 166 - Menu bar lists can be tailored to your specific preference........................... 85
Figure 167 - There are many options available to configure menus and tool buttons...... 85
Figure 168 - You can enter a shortcut key used to execute a command........................... 86
Figure 169 - Each tool bar can be relocated to any position on the window.................... 86
Figure 170 - You can always reset the tool buttons to their original settings................... 87
Figure 171 - You can create your own shortcut keys for frequently accessed functions. 87

117 Outline for Implementing Parts Tigerpaw CRM+Implementation Guide