Customer - Relationship.management 10.2.300

Epicor ERP
Customer Relationship
Management Course
10.2.300
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Customer Relationship Management Course Contents
Contents
Customer Relationship Management Course.......................................................................6
Before You Begin....................................................................................................................7
Modules Licensing...........................................................................................................................................7
Audience.........................................................................................................................................................7
Prerequisites....................................................................................................................................................7
Environment Setup..........................................................................................................................................8
Workshop Constraints..............................................................................................................................9
Overview...............................................................................................................................10
Marketing Features........................................................................................................................................12
Sales Functionality..........................................................................................................................................12
Management Functionality.............................................................................................................................13
Application Setup.................................................................................................................15
Company Configuration................................................................................................................................15
Maintenance Programs..................................................................................................................................17
Password Policy Maintenance.................................................................................................................17
User Account Security Maintenance........................................................................................................17
Workshop - Create a New User.......................................................................................................17
Add and Define a New User.....................................................................................................17
Define User Security.................................................................................................................18
Authorize User Access to a Company and Sites.........................................................................19
Role Code Maintenance..........................................................................................................................19
Person Contact Maintenance..................................................................................................................21
Workshop - Add a Person / Contact Record.....................................................................................22
Work Force Maintenance........................................................................................................................23
Workshop - Create a Work Force ID.................................................................................................23
Create a Work Force ID............................................................................................................23
Define Commission Parameters................................................................................................24
Define Authorized Users...........................................................................................................24
Country Maintenance.............................................................................................................................24
Sales Region Maintenance......................................................................................................................25
Workshop - Establish a Sales Region................................................................................................25
Sales Territory Maintenance....................................................................................................................26
Workshop - Create a Sales Territory.................................................................................................26
Add a Sales Territory................................................................................................................26
Establish a Boundary................................................................................................................26
Add Salespersons to the Territory.............................................................................................26
Set Sales Territory to Active......................................................................................................27
Industry Class Maintenance....................................................................................................................27
Control Access to Sales Orders by Territory.............................................................................................27
License Menu Items................................................................................................................................27
Epicor ERP | 10.2.300 3

Contents Customer Relationship Management Course
Additional Maintenance Programs..........................................................................................................28

Marketing Tool.....................................................................................................................29
Workshop - Establish a Marketing Campaign.................................................................................................30
Define the Campaign..............................................................................................................................30
Define a Marketing Event.......................................................................................................................31
Workshop - Create and Export Marketing Lists...............................................................................................32
Create a Marketing List...........................................................................................................................32
Populate the List with Customer Contacts from an Existing Query...........................................................32
Export the List to Excel............................................................................................................................33
View the Exported List in Microsoft Excel................................................................................................33
Import the .csv List into the Application..................................................................................................34
Update the Existing Records with Details.................................................................................................34
Verify Updated Customer Records..........................................................................................................35
Create a Marketing List in the Marketing List Generator..........................................................................35
Export the Marketing List........................................................................................................................35
Review the Marketing List.......................................................................................................................36
Guides the Sales Process......................................................................................................37
Workshop - Task Sets.....................................................................................................................................39
Create a Task Set....................................................................................................................................39
Add a Contact Milestone........................................................................................................................39
Add a Quote Milestone...........................................................................................................................39
Add a Waiting for Acceptance Milestone................................................................................................40
Create a Quote Follow Up Milestone......................................................................................................41
Add a Generate Order Milestone............................................................................................................41
Define the Order of the Tasks.................................................................................................................42
Attach the Task Set to the Australian Sales Territory................................................................................42
Manage the Sales Process....................................................................................................43
Workshop - Define a Quota...........................................................................................................................44
Workshop - Add a Related Task.....................................................................................................................44
Workshop - Adjust the Customer Territory.....................................................................................................45
Log in as Brian Howard...........................................................................................................................45
Review Open Tasks for All Salespersons..................................................................................................45
Reassign a Salesperson to the Mexico – North America and United States – Southwest Territories...........46
Review the Results of the Task Reassignment..........................................................................................47
Remove Hyuma Hoshi from the Mexico – North America and United States – Southwest Territories........47
Add Hyuma Hoshi to the Mainland Australia Territory.............................................................................47
Salesperson's Tool................................................................................................................49
Create a Suspect...................................................................................................................50
Workshop - Enter a Suspect...........................................................................................................................51
Log Into the Application.........................................................................................................................51
Enter a Suspect.......................................................................................................................................51
Add a Contact to the Suspect Account...................................................................................................52
Open Salesperson Workbench................................................................................................................52
Create the First Opportunity................................................................................................53
4 Epicor ERP | 10.2.300

Customer Relationship Management Course Contents
Workshop - Enter an Opportunity/Quote........................................................................................................53

Enter an Opportunity/Quote...................................................................................................................53
Update the Marketing Definition............................................................................................................53
Enter a Call............................................................................................................................55
Workshop - Enter a Call.................................................................................................................................55
Enter a Call.............................................................................................................................................55
Complete the Contact the Prospect Task................................................................................................56
Create a Quote......................................................................................................................57
Workshop - Define Quote Pricing...................................................................................................................59
Enter the Quote Line Details...................................................................................................................59
Enter Manufacturing Details...................................................................................................................59
Calculate the Quoted Price.....................................................................................................................60
Complete the Generate Quote Task........................................................................................................60
Remove a Customer From Credit Hold....................................................................................................60
Complete the Waiting for Acceptance Task.............................................................................................61
Complete the Quote Follow Up Task.......................................................................................................61
Generate a Sales Order........................................................................................................62
Workshop - Create a Sales Order Using the Push Method..............................................................................63
Enter Order Details on the Quote............................................................................................................63
Create the Order Using the Push Method...............................................................................................63
View the Order.......................................................................................................................................63
Salesperson Pipeline.............................................................................................................65
Workshop - Use the Salesperson Pipeline.......................................................................................................66
Login as Brian Howard............................................................................................................................66
Configure the View of the Salesperson Pipeline......................................................................................66
Enter a Quote.........................................................................................................................................67
Add Line to the Quote............................................................................................................................67
Add Salespersons to the Quote...............................................................................................................67
Create Another Quote............................................................................................................................68
View Salesperson Pipeline Information....................................................................................................68
Modify Quote Information and View Pipeline Results..............................................................................69
Close the Quote.....................................................................................................................................69
Calculate Actuals for a Salesperson.........................................................................................................70
Create a Salesperson Quota....................................................................................................................70
Create a Sales Order...............................................................................................................................70
View Actuals...........................................................................................................................................71
Conclusion.............................................................................................................................71
Epicor ERP | 10.2.300 5

Customer Relationship Management Course Customer Relationship Management Course
Customer Relationship Management Course
This course describes the Customer Relationship Management (CRM) module and how it provides straightforward,
effective tools for managing common sales and marketing processes. The CRM module provides the environment
to track prospects and quickly convert those prospects into satisfied customers.
By using the CRM module, salespeople can manage the prospect-to-customer life cycle, provide accurate revenue
forecasts to management, and automate many administrative tasks. This module assists marketing activities by
helping to develop effective marketing lists, campaigns, and campaign events, while providing powerful metrics
that allow organizations to make the most of these activities.
This course begins with a review of the CRM system configuration and maintenance program setup. The emphasis
of this course is directed toward the main features of the module, including marketing, management, and the
complete sales process.
Hands-on workshops give students the opportunity to experience the power of CRM.
Upon successful completion of this course, you will be able to:
• Configure CRM module options.
• Use CRM maintenance programs.
• Define marketing campaigns and events.
• Generate marketing lists for marketing events.
• Manage the sales process by establishing quotas, and realigning territories.
• Define tasks related to the quote -to-order process using Tasks and Task Sets
• Accurately generate, track, and analyze leads and marketing activities using the CRM tool set.
• Track the history of a sale from the initial lead, opportunity, or quote to the order.
6 Epicor ERP | 10.2.300

Customer Relationship Management Course Before You Begin
Before You Begin
Read this topic for information you should know in order to successfully complete this course.
Modules Licensing
The following modules must be licensed to complete all the workshops in this course:
• Accounts Receivable
• Customer Relationship Management
• Order Management
• Multiple Warehouse
• Estimate Quote Management
Audience
Specific audiences will benefit from this course.

• Sales Manager
• Order Entry Staff
• Customer Service Representative
• Sales Engineer/Pre-Sales
• Account Manager
• Sales Representative
Prerequisites
To complete the workshops in this course, the necessary modules must be licensed and operating in your training
environment. For more information on the modules available, contact your Epicor Customer Account Manager.
It is also important you understand the prerequisite knowledge contained in other valuable courses.
• An Introduction to Epicor ERP Course - This course introduces navigational aspects of the Epicor application's
user interface. Designed for a hands-on environment, general navigation principles and techniques available
in two user interface modes - Classic Menu and Modern Shell Menu. Workshops focus on each of these
modes and guide you through each navigational principle introduced.
• System Flow Course - This course introduces a basic quote to cash scenario that includes the process from
the initial customer quote to final cash receipts and payment of supplier invoices. This course emphasizes the
series of processes that make up the quote to cash process by using a simple scenario to highlight various
transactions. Your organization may have more complex processing routines than those described in this
course.
Epicor ERP | 10.2.300 7

Before You Begin Customer Relationship Management Course
• Recommended Industry Knowledge - Students should be familiar with other sales and service related
processes, such as Quote Entry, Order Entry, Return Material Authorizations (RMA), and Field Service.
Environment Setup
The environment setup steps and potential workshop constraints must be reviewed in order to successfully
complete the workshops in this course.
Your Epicor training environment, in which the Epicor demonstration database is found, enables you to experience
Epicor functionality in action but does not affect data in your live, production environment.
The following steps must be taken to successfully complete the workshops in this course.
1. Verify the following or ask your system administrator to verify for you:
• Your Epicor training icon (or web address if you are using Epicor Web Access) points to your
Epicor training environment with the Epicor demonstration database installed. Do not complete
the course workshops in your live, production environment.
Note It is recommended that multiple Epicor demonstration databases are installed. Contact
Support or Systems Consulting for billable assistance.
• The Epicor demonstration database is at the same version as the Epicor application. The
demonstration database is installed from the Epicor Administration Console using the "Add Demo
Database" command under Database Server. See Epicor ERP installation guides for details. If you are an
Epicor Cloud ERP customer (and have licensed embedded education), the demonstration database is
installed for you.
• Your system administrator restored (refreshed) the Epicor demonstration database prior to
starting this course. The Epicor demonstration database comes standard with parts, customers, sales
orders, and so on, already defined. If the Epicor demonstration database is shared with multiple users
(that is, the database is located on a server and users access the same data, much like your live, production
environment) and is not periodically refreshed, unexpected results can occur. For example, if a course
workshop requires you to ship a sales order that came standard in the Epicor demonstration database,
but a different user already completed this workshop and the Epicor demonstration database was not
restored (refreshed), then you will not be able to ship the sales order. If you are an Epicor Cloud ERP
customer see section below.
2. Log in to the training environment using the credentials epicor/epicor. If you are logged in to your training
environment as a different user, from the Options menu, select Change User.
3. From the Main menu, select the company Epicor Education (EPIC06).
4. From the Main menu, select the Main Site.
Epicor Cloud ERP Specific Information

Note If you are an Epicor Cloud ERP customer, then note the following about your Epicor-hosted education
company. All logins referenced in the course (such as manager, or epicor) should be changed to be the
<site ID>-. For example, if your site ID is 98315, then wherever you are instructed to use the login epicor,
instead use 98315-epicor. The password is the same as the login name.
Note To refresh your Epicor training data, enter a support ticket in EpicCare and include your site ID.
8 Epicor ERP | 10.2.300

Customer Relationship Management Course Before You Begin
Workshop Constraints
Below is a list of workshops in this course that can be performed only once in each instance of a restored (refreshed)
shared database. Where applicable, a detailed explanation of the workshop constraints is documented in the
workshop itself.
• Workshop - Adjust the Customer Territory
• Workshop - Use the Salesperson Pipeline > Configure the View of the Salesperson Pipeline
• Workshop - Use the Salesperson Pipeline > Create a Salesperson Quota
You must enter the Customer Relationship Management module license in the License Configuration screen.
Important If your Customer Relationship Management (CRM) license is installed and functional, the Epicor
application displays an alternate Main Menu than the one shown without CRM.
With the CRM license, the Sales Management module is referred to as Customer Relationship Management.
Epicor ERP | 10.2.300 9

Overview Customer Relationship Management Course
Overview
Outfitting your sales team with advanced, easy-to-use software is not just smart; it is a matter of survival. Epicor's
sales and marketing features are equipped with the tools you need to find more prospects and quickly convert
them to satisfied customers.
Your sales people can manage the complete prospect-to-customer life cycle, give accurate revenue forecasts to
management and automate many administrative tasks. The bottom line is better qualified prospects, shorter sales
cycles, reduced lead-time, and more revenue.
With this collection of features, you can manage and analyze the effectiveness of marketing campaigns and
events. Marketers can pinpoint targets, capture highly qualified leads, and perform cost/benefit and return on
investment (ROI) analyses on promotional activities. The campaign manager can track the number of leads,
opportunities, orders, and costs per campaign. Once you have the lead, the application's functionality helps
manage the entire sales process more effectively, with features such as workflow and forecasting.
10 Epicor ERP | 10.2.300

Customer Relationship Management Course Overview
Epicor ERP | 10.2.300 11

Marketing Features
This topic focuses on the marketing functionality of the CRM package.

The following marketing functionality is available:
• Marketers can generate and manage campaign effectiveness and capture highly qualified leads.
• Marketing lists can be extracted using the Business Activity Query (BAQ) feature based on criteria such as
customer type (suspect, prospect, and customer) and other attributes.
• Marketers can manage incoming leads and assign them to territory sales representatives automatically. They
can also track lead sources to identify successful advertising, events, or other marketing activity.
• Salespeople can manage the complete prospect to customer life cycle, give accurate revenue forecasts to
management, and automate many administrative tasks. The campaign manager can track the number of
leads, opportunities, orders, and costs per campaign. Once the lead is in the system, the application's
functionality helps manage the entire sales process.
The marketing plan is used to generate campaigns with budgets and costs. These costs are not automatically
updated; however, they are available for reporting purposes. A marketing campaign may have many marketing
events; these are pieces of the plan, such as advertisements, publications, and other activities. These events are
linked to the overall campaign and can be set up over a set period of time. For example, a magazine campaign
that runs for six months.
You create marketing lists (from a trade show, customer list, or external purchased list) and enter them into the
Epicor application. The software then provides the tools to track the follow-up process for further qualification.
As part of the available marketing functionality, you have three customer types to work with: suspects, prospects,
and customers.
The term lead refers to a contact who has expressed an interest in your product but has not purchased it. In the
Epicor application, a lead is known as a suspect. The suspect customer type remains in the Epicor application
until it is qualified. The suspect's record is kept separately from customer record searches you have.
You can enter suspects manually into the Epicor application or import them from a spreadsheet or external
marketing list. Export a list of your existing customers or prospects or both from the database with the help of
the BAQ language. Update the list and import it back into the system.
When the suspect is entered, the activity that takes place during the life of the lead is tracked through call logs
and sales tasks. The suspect becomes an opportunity once you have had a conversation or qualified the lead.
Once the Quoted flag is triggered by the completion of the defined tasks, the lead rolls over to the status of
prospect where it remains until the quote becomes an order. This entire process can keep a lead out of Customer
Maintenance until it becomes a customer.
Sales Functionality
This topic focuses on the sales functionality of the CRM package.

The following sales functionality is available:
• Store multiple contacts per company and then track communication specific to the contacts.
• Maintain detailed call history regarding new opportunities with prospects or existing jobs with customers.
• Use the Salesperson Workbench to manage your pipeline, marketing, telemarketing, opportunities, orders,
and other operations by sales territory and by customer.
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Customer Relationship Management Course Overview
Cloud Specific Information

Important The Sales Person Workbench is not available in the Cloud client.
The Cloud installation is where Epicor hosts software on servers under Epicor administration, and only
the clients run at customer organization.
• Create real-time quotations using engineering cost structures from existing products, same-as-except products,
and brand new products.
Leads are automatically assigned to sales territories and dispatched to the primary salespeople by matching
territory criteria. After salespeople follow up with the opportunity, the opportunity is converted into an order.
Win or lose, the salesperson can enter information regarding the order for analysis.
Without the package, you enter quotes using the Quote Management module. First, generate a quote, and
then configure the part in the Quote Management module. The quote might involve Engineering for the design
of the Bill of Materials (BOM) or Method of Manufacturing (MOM). A worksheet is available to help calculate
the costs of the BOM of the end product.
When you implement the package, there is a guided sales process that requires the use of task lists. Similar to
the Quote Management module, the quote is created, and the MOM can be defined while it is a quote. When
the time comes, you can create an order from a quote in one of two ways - pushing or pulling.
Using the push method, quote information is transmitted into an order from Task Maintenance. You do this
by marking the task as a Win and selecting the Create Order check box. The advantage of this method is that
you can create the order upon learning of the win, saving yourself a step.
Alternatively, the pull method of creating an order uses the Get Opportunity/Quote function in Order Entry.
This function opens the Generate Order from the Quote window. Here, you can pull in quote information
and create orders. The advantage of this method is that you can use menu security to restrict the number of
people who can actually create an order.
If an opportunity requires customization of some sort for an accurate price, it can be adjusted by the salesperson
or dispatched as a task to an engineer. Management can also use tasks to dispatch a response. When the quote
is approved and sent to the prospect, the task can also serve as a reminder for the salesperson to follow up with
the prospect within a certain time frame.
Opportunity/Quote Entry displays open leads, opportunities, and quotes in the Epicor application. Each record
has general information, line items, associated people (contacts, competitors, and sales representatives linked to
this lead or opportunity), and tasks to be done for the lead.
You can open the quote from the context menu, by selecting Open with Opportunity/Quote Entry. In other
words, with or without CRM, you now enter quotes in the Epicor application through this CRM-enhanced window.
If you do not use CRM, portions of Quote Management are disabled. The Customer Tracker accommodates
CRM changes.
The Salesperson Workbench serves to monitor the activity of the salespeople. Salespeople see their details
based on user ID. These sheets are reviewed in depth later in this course. You can access many types of information
pertaining to the salesperson’s territory using this read-only tool.
Management Functionality
This topic focuses on the management functionality of the CRM package.

Use the management functionality to do the following:
• Improve overall responsiveness to customer inquiries with simple user task management.
• Use contact management to actively analyze your most compelling opportunities and assign them to sales
representatives.
Epicor ERP | 10.2.300 13

• Manage the sales team through a user-defined sales structure, pipeline management, and quota management.
• Automate key sales management functions, such as territory management and region assignment.
• Manage forecasts by opportunity probability, category, and territory.
• Analyze sales quotas and forecasts at each level of the team.
• Manage sales teams by analyzing performance at each level of the sales structure.
There are several maintenance programs maintained by the sales manager that help define regions, territories,
sales quotas, the work force, and other parameters. A manager can easily rearrange territories through the
Salesperson Reassign function.
The manager maintains tasks and task lists to ensure your company’s sales process is followed consistently.
As a sales manager, you have the ability to monitor the activity of your salespeople through the Salesperson
Workbench or Salesperson Pipeline. Managers can view the activity for the salespeople to which they are
linked. You can view pipeline activity in different ways and with varying levels of detail. When necessary, managers
can also override the confidence factor on opportunities based on their ability to enable a more accurate forecast
as necessary.
14 Epicor ERP | 10.2.300

Customer Relationship Management Course Application Setup
Application Setup
This section reviews the company configuration and maintenance program setup that affects Sales and Marketing
Management processing.
Company Configuration
For most companies, configuration is completed at the time of software implementation. However, the modules
require some additional maintenance program definition.
This section reviews pertinent configurations specific to the CRM, Quote Management, and Order Management
modules.
Note The main focus in this section is on the CRM module configurations. Quote Management and Order
Management settings affect the CRM process. This is the reason these module configuration settings are
reviewed as well.
Company Configuration
Menu Path: System Setup > Company/Site Maintenance > Company Configuration
Navigate to the Modules > All Modules > General sheet to display the sheets that contain options used by
most modules in the Epicor application.
This sheet also controls defaults such as units of measure, costing methods, and warehouses.
Sales and Marketing Management Module

Navigate to the Modules > Sales > CRM sheet to review the configuration settings.
Fields of Interest:
• Task Set and Territory - A default task set and territory must be declared when working with suspects,
prospects, and customers as well as leads, opportunities, and quotes.
Both may be overridden if necessary, and are usually overridden when setting up the sales territories or task
sets or both.
• Campaign - The entries defined in the Campaign pane are the default entries. This can be a generic campaign
used only for defining this configuration setting since campaigns can be overridden in other programs.
• Reason - Reason codes are used throughout the Epicor application to explain why a certain record is flagged
the way it is. When it comes to CRM, a default reason code must be defined for a win or loss. It is also
recommended to define a default task, but this is not required.
• Close Tasks Related to Milestone - Select this check box to indicate that when a milestone is closed, tasks
that are still open related to that milestone are closed.
• Close Tasks on Lose - Generally, when a task list is defined, each task on the list is defined to allow the user
to lose the opportunity or win the opportunity, depending on the definition.
This field enables incomplete tasks to close once the Lose flag has been triggered.
• Territory Security on Sales Orders and Customers check box - You can now restrict access to sales orders
by territory. When the access restriction is enabled, each user in your company can only access sales orders
for customers that belong to this user's sales territory.
Epicor ERP | 10.2.300 15

Application Setup Customer Relationship Management Course
Quote Management Module

Navigate to the Modules > Sales > Quote sheet to review the Quote Management module configuration
settings.
Fields that Affect CRM Processing:
• Starting Quote - This field specifies the number used for the first quote entered in Quote Entry. If you do
not enter a number, quotes begin with 1. Quote numbers are always generated by the Epicor application.
Once you have entered quotes, a new quote number is assigned as the greater of this number or the highest
number on file plus 1.
• Generate Quantities From Price Breaks - Several places within the Epicor application allow the use of price
sheets. When a quote is generated, a worksheet populates with specific data. Selecting this check box alerts
the application to identify price breaks that may be found on that pricing worksheet.
• Date Controls - The values that display in this pane define the default times for the quote expiration, quote
follow up, and days to quote. These values are defaults and can be overridden on the task list if needed.
• Changes to Quoted Quotes - When a quote is generated, the Epicor application flags it with the Quoted
status. This is done under the assumption the quote was sent to the customer. If the Prevent Changes check
box is selected, changes to quotes with this status are restricted. The only way to change a generated quote
that has been sent to the customer is to clear the Quoted check box, make changes, and select the Quoted
check box again. If the Prevent Changes check box is selected, you might want to record changes by also
selecting the Create Audit Log check box. When the Create Audit Log check box is selected, an audit log
tracks changes to quotes by requiring users to enter an explanation, or documentation, when certain fields
in Quote Entry are selected. At the very least, the audit log contains a stamp of the date and user ID of the
individual that changed the quote.
• Quote Form Messages - Enter a default message to print on the quotes here.
Order Management Module

Navigate to the Modules > Sales > Order sheet to review the Order Management module configuration settings.
Remember, the configurations set on this screen act as defaults for the Order Management module.
Fields that Affect CRM Processing:
• Apply Order Based Discounts Automatically - Select this check box to set the default on new orders.
When the check box is selected on new orders, it activates the automatic pricing system in the Epicor
application. This feature allows you to apply discounts based on the quantity on each order line, the total
value of the order, or both.
• Credit Limit Actions - New suspect file entries are put on credit hold. Credit limit actions control how far
the sales order can flow through the Epicor application until a warning is issued or processing is stopped, or
both. By default, Sales Order - Warn is selected, which allows sales orders to be created for customers on
credit hold. Also, Shipment - Stop is selected, which stops sales order shipments for customers on credit
hold.
• Keep Line Quantity Constant - Select this check box to indicate sales order line quantities are to remain
constant. In other words, the total quantity for a sales order line cannot change. As you add releases to the
order line, the release quantities must equal the original line order quantity.
• Starting Packing Slip - This specifies the number assigned to the first packing slip entered in shipping
programs. If no number is entered here, packing slips begin at 1. Packing slip numbers are always generated
by the Epicor application and cannot be overridden.
16 Epicor ERP | 10.2.300

Maintenance Programs
This section describes the maintenance programs used for processing within the functionality of CRM.
Password Policy Maintenance
Use Password Policy Maintenance to determine the complexity requirements for user account passwords.
Each new or updated password users enter must follow the requirements you define in this program.
You start by indicating how many characters each password needs before the system accepts it. You then activate
other options as well, such as whether the password requires uppercase letters, must contain special characters,
and/or allow user account names.
After you save these options, these password requirements activate. The next time users create or change
passwords, they must enter values that follow these complexity requirements.
Navigate to this program from the Main Menu:
• System Setup > Security Maintenance > Password Policy
User Account Security Maintenance
Use User Account Security Maintenance to enter basic information, security access, and application privileges
for users. Anyone who accesses the Epicor ERP application must be set up in this program.
Each user must have a defined user ID, name, password, and company. In this program, you can also define
addresses, phone numbers, and other information.
User accounts are commonly entered by the Epicor application implementation team.
System administrators grant security permissions to various Epicor ERP features based on the user's role in the
company.
Important Only Security Managers are allowed to modify other user accounts. Before completing the
Account Security workshops, use the Change User option to log in to the training environment as
epicor/epicor.
Menu Path
• ICE Extend > Security > User Security
• System Setup > Security Maintenance > User Account Security Maintenance
Workshop - Create a New User
Brian Howard, our Epicor Sales Manager, is opening a new sales territory in Australia and has just hired you as
salesperson to run this new territory. Add your name to the Epicor application as a user. Complete this workshop
to learn the process of setting up a new user. This is not a typical task for a salesperson or sales manager.
Add and Define a New User

Navigate to User Account Security Maintenance.
Menu Path: System Setup > Security Maintenance > User Account Security Maintenance
Epicor ERP | 10.2.300 17

1. From the New menu, select New User.

If you are using the Multi-Tenant (Cloud) environment, skip steps 2 and 3. The User Prompt window displays
where you need to enter the first and the last name. The User ID value is generated automatically.
2. In the User ID field, enter XXX (where XXX are your initials) and press Tab.
3. In the Name field, enter your full name.
4. In the Address field, enter your address.
5. In the City field, enter Sydney.
6. In the Country field, enter Australia.
7. Click Save.
8. If a Security Settings warning message displays, click OK.
Define User Security
1. Navigate to the Options sheet and view the security maintenance options.
2. In the Tools Options pane, verify or select the following check boxes:
• Customize Privileges
• Allow Personalization
• Dashboard Developer
• Can Maintain Quick Search
• Can Maintain Enterprise Quick Search
3. In the Access Options pane, verify or select the Allow Password Change check box.
4. In the System Options pane, verify or select the following check boxes:
• Allow Multiple Sessions
• Allow Main Menu Tabs
• Can Change Save Settings On Exit
• Can Maintain Favorites Programs
5. In the Enterprise Search pane, select the Use Default URL check box.
Important If you are working in the Multi-Tenant (Cloud) environment, skip this step.
6. Navigate to the Group sheet.
7. In the Available pane, select Sales.
8. Click the right arrow button to move Sales to the Authorized pane.
9. Click Save.
18 Epicor ERP | 10.2.300

Authorize User Access to a Company and Sites
1. From the New menu, select New Company.

The Company > Detail sheet displays.
If you are working in the Multi-Tenant (Cloud) environment, skip step 2. Instead, in the User Account
Maintenance tree view, expand the Users > created user > Company node, select the EPIC06 company,
and navigate to the Company > Detail sheet.
2. In the Company field, select Epicor Education.
3. Click the double right arrow button to move the Main site from the Available Sites column to the
Authorized Sites column.
4. Navigate to the Detail sheet and click the Enable Account button.
The Set Temporary Password window displays.
5. Select the Set temporary password to blank check box.

This sets the password to the new user to a blank password.
6. Click OK.
Message "Account has been enabled for user…" displays.
7. Click OK.
8. Exit User Account Maintenance.
Role Code Maintenance
Use Role Code Maintenance to create role codes. Assign role codes to employees, customer service
representatives or sales representatives. Role codes are useful when you want to track each resource's assigned
capabilities.
Tip Use the Rates > Detail sheet to define the project role code rate details such as the effective and end
dates, the currency associated with the charge rate, and the time type code associated with the role.
Role codes are used when creating a customer account and are associated with customer contacts and work
force members.
Roles define the position of the contact within this customer's organization. Each contact record established at
either the sold to or ship to level can be further detailed by assigning them to a predefined role.
Work force members are also assigned a role.
Roles are optional within the Epicor ERP application, but you can use them for internal reference.
Role codes are used in Time and Expense to define an employee role. For example:
• Time and Expense Approval Role
• Project Manager Approval Role
• Supervisor Role
• Employee Submit Role
Epicor ERP | 10.2.300 19

Note If you select more than one approver role option, tasks are created for individuals who match that
role criteria.
Menu Path
• Financial Management > Accounts Receivable > Setup > Role Code
• Production Management > Engineering > Setup > Role Code
• Sales Management > Customer Relationship Management > Setup > Role Code
• Sales Management > Order Management > Setup > Role Code
• Sales Management > Quote Management > Setup > Role Code
• Service Management > Expense Management > Setup > Role Code
• Service Management > Project Management > Setup > Role Code
• Service Management > Time Management > Setup > Role Code
20 Epicor ERP | 10.2.300

Person Contact Maintenance
Use Person / Contact Maintenance to define business contact records. You can select these records as contacts
for records across the customer, supplier, payroll employee, shop employee, and workforce programs.
You can add and store person contact information that can be shared across your Epicor database.
Use this program to create and maintain links for contacts records found in the following programs:
• Shop employees (Shop Employee Maintenance)
• Payroll employees (Payroll Employee Maintenance)
• Workforce people (Workforce Maintenance)
• Buyers (Buyer Maintenance)
• Supplier contacts (Supplier Maintenance)
• Purchase point contacts (Supplier Maintenance)
• Customer contacts (Customer Maintenance)
Contacts you add to the database can now be pulled into other records as you need. For example, a payroll
employee can now be added as an authorized user for a buyer record. This reduces time and ensures consistency,
as the same contact record can be used within other records as needed.
Manage Contacts
Enter the primary address, email, phone, and similar information in this maintenance program. Using the Web
© ®
Links sheet, you can reference additional social contact information, such as Instant Messaging (IM) , Twitter ,
® ®
Linked In , and Facebook .
Contact information entered in this program is stored in the PersCon table and shared across the application as
contacts are not related to one record. The Links sheet displays the database records where the selected contact
is referenced.
The following flowcharts shows the possible links one contact can have:
Contact Address Hierarchy

A hierarchy determines the default address, phone, and email to display in the Person/Contact fields across the
application. Addresses are used in the following order:
• Quote Address
• Ship to or Purchase Point
Epicor ERP | 10.2.300 21

• Customer/Supplier Address
• Workforce and Buyer
HCM Payroll Integration

Epicor Human Capital Management (HCM) payroll integration is available, linking payroll records from HCM to
Epicor ERP.
Person records can still be created in Person Contact Maintenance when a new Employee record is created
through integration. There will be no attempt to merge a new payroll record created from HCM to an existing
Person record. New Person records will be created.
If a Person record is created from a Payroll record that is linked to HCM, then the Person record displays a
highlighted HCM Linked indicator on the Detail sheet. Some of the fields on the Person record will then be set
to read only.
Tip Users can still link Person records to other Epicor ERP applications. Changes made to the employee
records in HCM will update linked Payroll and Person records. However, changes made to corresponding
linked entities in Epicor ERP (such as Buyer and Work Force) will not link back to the Person records.
Menu Path
• Financial Management > Accounts Payable > Setup > Person / Contact
• Financial Management > Accounts Receivable > Setup > Person / Contact
• Material Management > Purchase Management > Setup > Person / Contact
• Sales Management > Customer Relationship Management > Setup > Person / Contact
• Sales Management > Order Management > Setup > Person / Contact
• Sales Management > Quote Management > Setup > Person / Contact
Workshop - Add a Person / Contact Record
In this workshop, add a person contact record to the Epicor application. Once a person record is added, you can
search for and select this record in many programs within the Epicor application.
Navigate to Person / Contact Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Person / Contact
1. On the Standard toolbar, click New.
2. In the second Person/Contact field, enter XXX (where XXX are your initials).
3. In the Role field, select Sales Person.
4. In the Address pane, in the Company Name field, enter your first and last name.
5. In the User ID field, search for and select the record with your name.
6. Click Save and exit Person Contact Maintenance.
22 Epicor ERP | 10.2.300

Work Force Maintenance
Use Work Force Maintenance to establish work force records.

A work force is a group of people involved in the case management or sales management process. You can
associate customers and sales orders with specific work force people. The work force people you enter for each
sales order receive a commission based on the values you enter in Work Force Maintenance.
Tip If the Customer Relationship Management module is installed, you must enter at least one salesperson
to later assign to a sales territory.
Menu Path
• Executive Analysis > Business Activity Management > Setup > Work Force
• Financial Management > Accounts Receivable > Setup > Work Force
• Production Management > Engineering > Setup > Work Force
• Sales Management > Case Management > Setup > Work Force
• Sales Management > Customer Relationship Management > Setup > Work Force
• Sales Management > Order Management > Setup > Work Force
• Sales Management > Quote Management > Setup > Work Force
• Service Management > Expense Management > Setup > Work Force
• Service Management > Time Management > Setup > Work Force
Workshop - Create a Work Force ID
Brian, your new sales manager must add you as a member of the work force in order for you to receive
commissions. He also has to assign you to his new territory.
Create a Work Force ID

Navigate to Work Force Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Work Force
1. From the New menu, select New Work Force.
2. In the Work Force ID field, enter XXX (where XXX are your initials), and press Tab.
3. In the Person/Contact field, search for and select the record with your initials.
The Name and role populate from the selected contact record.
4. In the Reports To field, select Brian Howard.
5. In the Title field, enter Senior Sales Rep.
6. Select the Send Alert check box.
7. Click Save.
Epicor ERP | 10.2.300 23

Define Commission Parameters
1. In the Commissions pane, in the Percent field, enter 5.00.
2. Select the Payment radio button.

This option indicates you earn commission for a sales order only after it is paid.
3. Click Save.
Define Authorized Users
1. Navigate to the Authorized Users > Detail sheet.
2. From the New menu, select New Authorized User.
3. In the Authorized User field, select your name.

The Default check box is selected automatically.
4. Click Save.
6. In the Authorized User field, select Brian Howard.
7. Click Save.
8. Exit Work Force Maintenance.
Country Maintenance
Use Country Maintenance to enter country records. A country record includes the ISO code, currency, language,
tax region, default sales taxes, and other country-specific settings.
If your company does business with customers and suppliers in other countries, define country-specific information
in Country Maintenance. This information defaults to all customers and suppliers in the country. It also defaults
to customer ship-to addresses and supplier purchase points.
The country record determines default options for currency, language, and printed address formats. For European
countries, it also configures international border crossing requirements.
The country record is optional if you primarily conduct business within one country.
When a country is not selected, the customer Sold To and Ship To records use the default country setup for
the company.
Menu Path
• Financial Management > Accounts Payable > Setup > Country
• Financial Management > Accounts Receivable > Setup > Country
• Material Management > Purchase Management > Setup > Country
24 Epicor ERP | 10.2.300

• Sales Management > Customer Relationship Management > Setup > Country
• Sales Management > Order Management > Setup > Country
• Sales Management > Quote Management > Setup > Country
Sales Region Maintenance
Use Sales Region Maintenance to create sales region records. The use of sales regions allows you to track and
analyze sales statistics for specific geographic areas. A sales region is a group of sales territories. When you set
up a territory, assign it to a sales region. You can run various reports that divide sale order totals by sales region.
Menu Path
• Financial Management > Accounts Receivable > Setup > Sales Region
• Sales Management > Customer Relationship Management > Setup > Sales Region
• Sales Management > Order Management > Setup > Sales Region
• Sales Management > Quote Management > Setup > Sales Region
Workshop - Establish a Sales Region
Before Brian Howard creates sales territories, he must define a sales region to add the territories to and define
himself as the sales manager of this new region.
Navigate to Sales Region Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Sales Region
1. Click New.
2. In the Region field, enter XXX-AUST (where XXX are your initials).
3. In the Description field, enter XXX Continental Australia (where XXX are your initials).
4. In the Country field, select Australia.
5. In the Sales Manager field, select Brian Howard.
6. Click Save.
7. Exit Sales Region Maintenance.
Epicor ERP | 10.2.300 25

Sales Territory Maintenance
Use Sales Territory Maintenance to set up sales territories. This program is valuable when you want to assign
salespeople to a territory and have them respond quickly to applicable leads and opportunities.
If the Customer Relationship Management (CRM) module is installed, sales territory is mandatory.
Menu Path
• Financial Management > Accounts Receivable > Setup > Sales Territory
• Sales Management > Customer Relationship Management > Setup > Sales Territory
• Sales Management > Order Management > Setup > Sales Territory
• Sales Management > Quote Management > Setup > Sales Territory
Workshop - Create a Sales Territory
Now that the country, region, and work force are set up in the Epicor application, Brian Howard is ready to define
the new Australian territory, associate it with the salespersons responsible for maintaining that territory, and
establish the territorial boundary.
Add a Sales Territory

Navigate to Sales Territory Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Sales Territory
1. From the New menu, select New Territory.
2. In the Territory ID field, enter XXX-AUST (where XXX are your initials).
3. In the Description field, enter XXX Mainland Australia (where XXX are your initials).
4. In the Region field, select XXX Continental Australia (where XXX are your initials).
5. Click Save.
Establish a Boundary
1. From the New menu, select New Boundary.
2. In the Country field, select Australia.

Other fields in this sheet are only required if the boundaries for the territory use these factors.
3. Click Save.
Add Salespersons to the Territory
1. From the New menu, select New Salesperson.
2. In the Salesperson field, select your initials.
26 Epicor ERP | 10.2.300

In the Role field, Sales Person displays.
3. Select the Primary check box.
4. Click Save.
6. In the Salesperson field, select Brian Howard.

In the Role field, Sales Manager displays.
7. Click Save.
Set Sales Territory to Active
1. Navigate to the Detail sheet.
2. Clear the Inactive check box.

The sales territory is now active.
3. Click Save.
4. Exit Sales Territory Maintenance.
Industry Class Maintenance
Use Industry Class Maintenance to create industry class types.

Industry class types are sets of industry class codes. The industry class codes can be grouped by the industrial
classifications settled by the national or international standards that best fit the needs of your company. The list
of standards include the Standard Industrial Classification (SIC) system, North American Industry Classification
System (NAICS), National Association of Colleges and Employers (NACE), and International Standard Industrial
Classification (ISIC) among others.
You can then classify customers and ship to locations with these codes.
Control Access to Sales Orders by Territory
You can now restrict access to sales orders by territory. When the access restriction is enabled, each user in your
company can only access sales orders for customers that belong to this user's sales territory.
This functionality is controlled by the Territory Security on Sales Orders and Customers check box on the
Modules > Sales > CRM sheet in Company Configuration .
License Menu Items
If your Customer Relationship Management (CRM) license is installed and functional, the Epicor Application
displays an alternate Main Menu than the one shown without CRM.
With the CRM license, the Sales Management module is referred to as Customer Relationship Management.
Additionally, the functionality that corresponds to the Customer Relationship Management folder are found
under the Sales and Marketing Management folder.
Epicor ERP | 10.2.300 27

Additional Maintenance Programs
This topic focuses on some additional maintenance programs that may be of interest when working within
Customer Relationship Management. For more information on these programs refer to the Application Help.
Attribute Maintenance
Menu Path: Sales Management > Customer Relationship Management > Setup > Attribute
Use Attribute Maintenance to set up attributes you can link to customers and suppliers.
Call Type Maintenance

Menu Path: Sales Management > Customer Relationship Management > Setup > Call Type
Use Call Type Maintenance to set up call types for CRM. Call types are useful when you want to track the kind
of communication used with customers (for example, phone, fax, e-mail, in-person).
Competitor Maintenance
Menu Path: Sales Management > Customer Relationship Management > Setup > Competitor
Use Competitor Maintenance to work with records of competitors for your business. Competitor records are
valuable when you want to perform sales analysis, and wish to see where you gained and where you lost business.
For example, if you are consistently losing a particular kind of task to one competitor, enter this information in
Opportunity/Quote Entry and it will then display in sales analysis.
Global Alert Maintenance

Menu Path: Sales Management > Customer Relationship Management > Setup > Global Alert
Use Global Alert Maintenance to activate and adjust global alerts. These are messages that can be automatically
sent out to pre-defined recipients when certain events occur within the database. Global alerts are an excellent
communication tool that helps individuals within your organization keep up-to-date on current business activity.
Global alerts can also create the Epicor application memos when these events occur. The events that trigger
global alerts are pre-defined in your application. You cannot add new events or delete the pre-defined events.
You can, however, activate or deactivate pre-defined events. When the Epicor application is shipped, none of
the alerts are activated. You must activate each global alert that you want to use.
Note Although the global alerts in this file are predefined and cannot be changed, you can create custom
global alerts. You create custom alerts through Business Activity Manager. Use this program to define
the table and fields to monitor, the custom global alert message to be sent, and the recipient of the alert
message.
28 Epicor ERP | 10.2.300

Customer Relationship Management Course Marketing Tool
Marketing Tool
As a marketing tool, the functionality within CRM enables the organization of marketing campaigns and their
associated events, activities, and resulting leads. Responses from a given activity (the piece with which the
marketing message is delivered) are entered as leads. From that point, leads are tracked through the Epicor
application to the eventual order.
The workshops in this section continue the scenario that Brian Howard is developing a marketing strategy for
the kick-off of the new Australian territory. In doing so, he needs to define the campaign and events and then
prepare for a magazine blitz to promote the territory. He also needs to set up the task set that will outline the
sales process he wants followed for this territory.
Create the Marketing Campaign and Events

Marketing campaigns are developed in two steps. The first step is to define a start date and an end date for the
campaign. The date range becomes a bucket for information such as the budget, estimated revenue, actual
revenue, and related events. Although this information is not automatically updated, it is available for reporting
with tools such as the BAQ or the Epicor Business Intelligence Suite.
Next, establish the events that will generate leads for a product. Events should reflect the various media that will
be used to promote the company through the duration of this plan. These events may be in media such as
magazine articles, TV spots, trade and business shows.
A marketing campaign must have one or more events tied to it. When events are added, an event ID is automatically
generated. The event may also be linked to a project ID, but note that the event does not dynamically update
the project. Each event may have a budget, cost, and estimates revenue that is separate from the campaign itself.
These items do not dynamically update either, but the fields can be retrieved for reporting using the Business
Activity Manager.
Other Pieces of Marketing

Events are tied to activities, publications, and advertisements. The following tables must be defined prior to setting
up campaigns and events.
• Marketing Activity Type - Marketing activity types are useful when classifying marketing events in the
marketing plan, as it evolves. Examples of activity types include magazine advertisements, trade shows, and
user meetings.
• Marketing Publication - This holds the list of publications the company uses as their published marketing
media. Examples include Modern Machine Shop and National Machine Journal.
• Marketing Advertisement - Marketing advertisements are the ads or slogans used in the marketing campaign.
Generate Marketing Lists

With this package, your application has the capability to generate a marketing list from customers, suspects, and
prospects in the Epicor application. Lists can be attached to campaigns and events or customized for a specific
requirement. Basic marketing lists are created using the Marketing List Generator search features and are then
saved as a Marketing List that can be refreshed and used as required.
Marketing List Generator

Menu Path: Sales Management > Customer Relationship Management > Setup > Marketing List Generator
Use the Marketing List Generator to generate a list of customers for a marketing list. You can filter the lists
you generate by attributes, which are user-definable traits you assign to specific customers. You can also filter
the generated lists through other criteria.
Epicor ERP | 10.2.300 29

Marketing Tool Customer Relationship Management Course
This program is valuable when you want to create marketing lists based on common criteria such as the same
state, customer type, or an attribute you define. Once a list is generated, the list can be attached to a marketing
list or saved as a dashboard.
Note BAQ is used to define both the tables for the query and data filtering criteria. A query is built using
fields on the screen. Once built, it is saved as a marketing list to be used later. BAQs are beyond the scope
of this course.
Marketing List Maintenance

Menu Path: Sales Management > Customer Relationship Management > Setup > Marketing List
Use Marketing List Maintenance to assign marketing events with suspect, prospect, or customer records in
the customer master.
Marketing lists are valuable for analyzing events and following up on marketing events. For example, you can
query the customer table and established lists several times to create a new list. You can also clear records in the
list, and copy records from one list to another.
This program allows you to pull in marketing lists generated by the Marketing List Generator or to pull in BAQs.
When the applicable lists are pulled in, the user can modify the list to suit their needs. The program also has an
export utility that converts the list to a .csv file to be used in a program such as Microsoft Excel™. For a description
of all fields, refer to online help.
Workshop - Establish a Marketing Campaign
The decision is made to roll out a marketing campaign. The media selected is magazines for the initial start of
the campaign within the new territory. Brian Howard decided the campaign will be set up for one year. This time
frame may change depending on the outcome of the first event which runs from January 1 through June 30.
Define the Campaign

Navigate to Marketing Campaign Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Marketing Campaign
1. From the New menu, select New Campaign.
2. In the Campaign field, enter XXXMagYY (where XXX are your initials and YY are the last two digits of the
current year).
3. In the Description field, enter XXX Magazine Ads 20YY (where XXX are your initials and YY are the last
two digits of the current year).
4. In the Start field, enter 01/01/20YY (where YY are the last two digits of the current year).
5. In the End field, enter 12/31/20YY (where YY are the last two digits of the current year).
6. In the Budget field, enter 25000.
7. In the Est. Revenue field, enter 75000.
8. Click Save.
30 Epicor ERP | 10.2.300

Define a Marketing Event
1. Navigate to the Events > Event Detail sheet.
2. From the New menu, select New Event.

The Epicor application automatically generates the Event ID.
3. Enter the following information:
Field Data
Description XXX Modern Machine Shop (where XXX are your initials)
Start 01/01/20XX (where XX are the last two digits of the current year)
End 06/30/20XX (where XX are the last two digits of the current year)
Activity Type Newspaper Ad
Advertisement Select an advertisement of your choice.
Publication Modern Machine Shop
Budget 7000
Est. Revenue 30000
4. Click Save.
5. Exit Marketing Campaign Maintenance.
Epicor ERP | 10.2.300 31

Workshop - Create and Export Marketing Lists
Brian Howard, who also manages the Midwest Region, wants his team to notify all of the current customers in
the region of the new Australia territory. Brian creates a list that gathers customers in the Midwest Region using
Marketing List Maintenance.
Create a Marketing List

Navigate to Marketing List Maintenance.
1. From the New menu, select New List.
2. In the List fields, enter XXX-Cus and XXX Existing Customers (where XXX are your initials) and press Tab.
3. Click Save.
Marketing campaigns or events can be attached to marketing lists, but it is not necessary for this workshop.
Populate the List with Customer Contacts from an Existing Query
1. Navigate to the List Query sheet.
2. In the Query field, search for and select zIWCustCnt.
3. In the Batch ID field, enter any number.

Note the Batch ID number _________________.
4. Click the Pull List button.

This returns records based on the predefined query. The length of time it takes to generate the query depends
on the selected filters and the volume of information in the list.
5. Navigate to the List Items sheet to view the new list.

The items in the list also display in the tree view which provides easy access to specific records.
6. Click Save.
Note You can review list updates by clicking Refresh on the Standard toolbar.
32 Epicor ERP | 10.2.300

Export the List to Excel
1. From the Actions menu, select Export.

The Marketing List Export Form displays.
Note The Options section in the Marketing List Export Form window provides additional choices
if you are creating a .csv file. If this file is to be used in a program such as Microsoft Outlook™, the
Create Call or Create Task options allow you to enter details to accompany the list as it is pulled
into the program.
Use the Upload Customer and Contacts dialog box to import records from the trade show event
loaded as a .csv file. The database has stringent requirements. Export the list as stated above and then
import that .csv file to Excel. The required fields are part of the new Excel file and can be used as a
guide to input information.
2. Click Browse.
The Export window displays.
3. In the left pane, verify Desktop is selected.
4. In the File name field, enter XXX_CustomerContacts (where XXX are your initials).
5. In the Save as type field, verify *.csv displays.
6. Click Save.
7. In the Marketing List Export Form window, click OK.
8. Exit Marketing List Maintenance.

Note You can generate a list to take to a trade show. Follow the steps above and export the .csv file.
If the .csv file is pulled into Microsoft Excel, the list can be taken to the marketing event. In Excel,
entries can be made exactly as the .csv file displays.
Once you return from the event, the .csv file can be imported back into the Epicor application using
Customer Upload, and the database updates with the new contacts. For more information on this
subject, refer to the Application Help.
View the Exported List in Microsoft Excel
1. Navigate to your desktop and open the .csv file in Microsoft Excel.
2. Scroll to the bottom of the Excel spreadsheet.
3. In a new row, in column A, enter a new customer ID. Do not use an existing ID.
4. In the new row, enter information for the following fields:

• Name
• Address
• City
• State
Epicor ERP | 10.2.300 33

• Postal Code
5. Select an existing record and modify the Address and Phone fields.
6. Click Save.
7. To the formatting message, click Yes.
8. Exit Microsoft Excel.
9. To the verification message that displays, click Don't save.

Creating a new file to save changes is not necessary.
Import the .csv List into the Application

Navigate to Customer/Contact Import.
Menu Path: Sales Management > Customer Relationship Management > General Operations > Customer /
Contact Import
1. From the Actions menu, select Import Customers/Contacts.

The Upload Customers and Contacts window displays.
2. Click the File Name button.

The Import File window displays.
3. Navigate to and double-click the XXX_CustomerContacts.csv file (where XXX are your initials).
4. In the Upload Customers and Contacts window, click OK.
Update the Existing Records with Details
1. From the Actions menu, select Auto Match.

This matches imported customer information with existing customer information.
2. Select the Show Unmatched Only check box to view the newest record.
In the tree view, the new contact created in Microsoft Excel displays. Selecting the Show Unmatched Only
check box displays the new contacts that were not already in the database.
3. Review the new customer information.
4. Clear the Show Unmatched Only check box.

All customers display in the tree view.
5. From the Actions menu, select Update Customer/Contacts.

Customer/Contact Import clears and the Epicor application updates the existing contacts with the new
entries. Additional details can be added to the new entry within Customer Maintenance.
6. Exit Customer/Contact Import.
34 Epicor ERP | 10.2.300

Verify Updated Customer Records
Now that the new customer records are updated, go back and verify the changes are viewable.
Navigate to Customer Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Customer
1. Click the Customer button.

The Customer Search window displays.
2. Click Search.
3. In the Search Results grid, search for and select the customer you added to the database in the Workshop
- Update the Existing Records with Details and verify the new information displays.
4. Click OK.
5. View the customer record and verify the information added in the Workshop - View the Exported List
in Excel displays.
6. Click Save.
7. Search for and select the existing record that you modified and verify Address and Phone field changes.
8. Exit Customer Maintenance.
Create a Marketing List in the Marketing List Generator

Navigate to Marketing List Generator.
Menu Path: Sales Management > Customer Relationship Management > Setup > Marketing List Generator
1. Navigate to the No Attribute Filter > Advanced Search sheet.

This sheet allows you to generate a simple query and save it to a dashboard. Use this program to generate
a list that includes a target audience for a specific activity. In this case, generate customers for the state of
Minnesota (MN).
2. In the Type field, select CUS.
3. In the State/Prov field (third field in the first column), enter MN.
4. Click Refresh.
5. Navigate to the No Attribute Filter > Export List sheet to review the list.
Export the Marketing List
1. From the Actions menu, select Marketing List.

Marketing List Maintenance displays.
2. From the New menu, select New List.
Epicor ERP | 10.2.300 35

3. In the first List field, enter XXX (where XXX are your initials).
4. In the second List field, enter your full name.
5. Click Save.
7. In the Marketing List Generator, verify the Marketing List Generator > No Attribute Filter > Export
List sheet displays.
8. In the Market List ID field, enter XXX (where XXX are your initials).
9. In the Batch field, enter any batch number.
10. Click the Export List button.

The Export Complete message displays and advises how many records generated.
11. To the information massage, click OK.
12. Exit the Marketing List Generator.
Review the Marketing List

Navigate to Marketing List Maintenance.
1. Click List and search for the XXX marketing list (where XXX are your initials).
2. Review the records that were added.
36 Epicor ERP | 10.2.300

Customer Relationship Management Course Guides the Sales Process
Guides the Sales Process
Once leads start to stream into your marketing process, the CRM becomes a task management system that guides
the sales process. Tasks within CRM assist managers with guiding employees through the sales quote and order
process. The task list can be used to assign follow-up tasks to key employees responsible for the task as it pertains
to communicating with customers or prospects in a specific territory.
As Brian Howard continues to develop the new territory, he is now ready to define the actual sales process he
wants followed. This section gives an overview of the various programs used to create and maintain tasks based
on that process and describes some of the specific fields relevant to CRM. For a description of all fields, refer to
Application Help.
Task Type Maintenance

Menu Path: Sales Management > Customer Relationship Management > Setup > Task Type
Use Task Type Maintenance to enter information about task types. This program classifies tasks by the type of
function that each serves. Task types can also be used to sort tasks in Task List.
Task type names should be descriptive (for example, To Do, Appointment, Decision, or Meeting).
Task Maintenance
Menu Path: Sales Management > Customer Relationship Management > Setup > Task
Use Task Maintenance to set up tasks to be used in CRM and Help Desk. This program establishes default
information for tasks to be pulled into leads, opportunities, and quotes. Task Maintenance can also be used to
institute a procedure to follow in regards to current and potential customers.
Tasks are the action items, or milestones, created and assigned for each step in the sales process. These tasks do
not have to be limited to the sales force; they can be used to track other activities, such as credit approval or
engineering requirements. Tasks are defined in Task Maintenance and are then linked to specific task sets.
Fields of Interest:
• Priority - A priority code is not required but can be used to weight the importance of a task. The default is
50 with a range of 1 - 99.
• Role Code - Tasks must be assigned a role. Only members of that role have access to that particular task.
• Task Type - Tasks must be assigned a task type.
• Mandatory - If a task is marked mandatory, no further tasks can be completed in the process until that
mandatory task is completed.
• Password Required - A password is required to complete the task.
• Send Alert Complete and Send Alert Create - Alerts can be used with tasks. You have the option to indicate
whether an alert is to be sent at the completion of a task or at the beginning of a task. Either way, the alert
has to be defined and activated prior to its use.
Task Set Maintenance

Menu Path: Sales Management > Customer Relationship Management > Setup > Task Set
Defining the workflow is a key part of winning business for your company. Multiple work flow task sets can be
set up to match a current opportunity with a proven business flow plan. Tasks sets can either guide or control
the process within your sales environment. Tasks can be as simple as a To Do list of guidelines or as complex as
a rigid series of mandatory tasks that require electronic signatures at key milestones. You decide how this powerful
workflow tool can be best leveraged for your sales process.
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Guides the Sales Process Customer Relationship Management Course
Once a task set is used, it cannot be deleted, but the option to flag the task set as inactive is available. If marked
inactive, the task set is not visible in the field.
Task sets are categorized into task set types. Once a task set is defined, you then add the milestones (tasks)
associated with the task set. A milestone may be created for a required action item and then linked to the next
action in the process. As you define milestones, keep in mind the following:
• Order in which tasks are completed and milestones can be added
• Responsibility for the milestones
• Number of days to complete the milestone
• Next milestone
• Related tasks
Note Related tasks can also be defined for milestones if a milestone has several distinct steps within it,
each of which merits its own details. A related task may be required to be completed prior to the milestone
itself.
Milestones
Individual tasks are called milestones and are set up in a specific sequence based on your sales process.
Detail Sheet
This sheet is used to set up the rules for a milestone.
Fields of Interest:
• Seq - This is auto-assigned, much like a method, to indicate the order.
• Task - This is an action item.
• Current Stage - Tasks drive the quote status. This field sets the stage for the completion of this task.
• First Milestone - This indicates the first task to be completed.
• Win Allowed - Selecting this check box allows the creation of the sales order (assuming mandatory tasks
are completed).
• Lose Allowed - If selected, a completion of this task will close out the quote or opportunity.
Next Milestones Sheet
A next milestone is the task that should be done aft there current task is completed.
Fields of Interest:
• Next Milestone - When selected, the Epicor application classifies the next milestone as an available milestone.
• Default - When selected, the Epicor application labels the next milestone as the default each time the current
milestone is completed.
Task Status Maintenance

Menu Path: Sales Management > Customer Relationship Management > Setup > Task Status
UseTask Status Maintenance to set up task statuses for sales and marketing functions. Task statuses are valuable
when you want to establish a procedure to measure completeness of tasks for customers and potential customers.
A task status is a quick way to measure the completeness of tasks when someone is viewing the sales activity on
an opportunity. For example, a task is to acquire the routing from Engineering. A task status could be defined
as Waiting for Approvals to indicate why this task is not completed. A task status may be generic (for example,
Waiting, Pending) or more specific (for example, Waiting for Customer Response or Pending Engineering Review).
38 Epicor ERP | 10.2.300

Workshop - Task Sets
Brian Howard is creating a new task set to be used for the Australian sales territory. These milestones must reflect
the actual sales process Brian has outlined for the territory.
Create a Task Set

Navigate to Task Set Maintenance.
1. From the New menu, select New Task Set.
2. In the Set ID field, enter XXX-AUST (where XXX are your initials).
3. In the Description field, enter XXX Sales-Australia (where XXX are your initials).
4. In the Workflow Type field, select CRM.
5. Click Save.
Add a Contact Milestone
1. From the New menu, select New Milestone.
Field Data
Seq 10 (default value)
Task Contact the Prospect
Required Role Sales Person (default value)
Current Stage Lead
Days to Complete 2
First Milestone Select this check box to indicate this milestone is the first in
this task set.
Lose Allowed Select this check box.
3. Click Save.
Add a Quote Milestone
Epicor ERP | 10.2.300 39

Field Data
Seq 20 (default)
Task Generate Quote
Required Role Sales Person (default)
Current Stage Opportunity
Days to Complete 2
3. Click Save.
Add a Waiting for Acceptance Milestone
Field Data
Seq 30 (default)
Task Waiting for Quote Acceptance
Current Stage Quote
Days to Complete 2
3. Click Save.
40 Epicor ERP | 10.2.300

Create a Quote Follow Up Milestone
Field Data
Seq 40 (default)
Task Quote Follow Up
Current Stage Quote
Days to Complete 2
Win Allowed Select this check box.
3. Click Save.
Add a Generate Order Milestone
Field Data
Seq 50 (default)
Task Generate the Order
Current Stage Quote
Days to Complete 2
Win Allowed Select this check box.
3. Click Save.
Epicor ERP | 10.2.300 41

Define the Order of the Tasks

Define the order in which the milestones should display on the task list that can be viewed in Opportunity/Quote
Entry.
The order of the milestones also reflects the sequence in which you complete tasks.
1. In the tree view, select the first milestone (Contact the Prospect).
2. From the New menu, select New Next Milestone.
3. In the Next Milestone field, select Generate Quote.
4. Click Save.
5. In the tree view, expand the Milestones node.
6. Use steps 1 through 4 as a guide to connect the remaining milestones as follows:
Milestone New Next Milestone

20 - Generate Quote Waiting for Quote Acceptance
30 - Waiting for Quote Acceptance Quote Follow Up
40 - Quote Follow Up Generate the Order
Important Milestone setup is critical to the success of the remaining course workshops. Verify proper
configuration before you move on to the next workshop.
7. Exit Task Set Maintenance.
Attach the Task Set to the Australian Sales Territory

1. In the Territory ID field, enter XXX-AUST (where XXX are your initials) and press Tab.
2. In the Task Set field, select XXX Sales-Australia (where XXX are your initials).
3. Click Save.
42 Epicor ERP | 10.2.300

Customer Relationship Management Course Manage the Sales Process
Manage the Sales Process
It is reasonable to say that companies experience a change in their work force at some point in time. When that
time comes, the CRM module is used to systematically record such changes. Some of the tools used include
territory definition and adjustment, salesperson quotas, and sales process changes.
Establish Sales Quotas

Salesperson quotas are maintained in Salesperson Quota Maintenance. Quotas may be established by year
or fiscal period and can be adjusted as needed. If quotas are entered by year, the Epicor application divides the
total quota amount into 12 equal periods.
Manage Tasks
Once tasks are defined and the sales force is well acquainted with using them, managers may find that updates
to tasks are needed. If a manager finds a specific task that is not included in the task list but is being completed
on a regular basis, he or she could add this task to an existing task set. Newly added tasks can be inserted into
a specific sequence as well as flagged as mandatory (for example, a credit check or engineering requirement).
It is important to remember that the tasks included in the sales process are not limited to sales type tasks.
Reassign Salespersons and Realign Sales Territories

In the career of a sales manager, there is a time when they must replace a salesperson or conduct a complete
territorial re-alignment as a result of a management change.
When salesperson responsibility changes are needed, the decision of what to do with the open tasks and
opportunities must be made. Open tasks and opportunities can be set to follow the new salesperson, remain
with the existing salesperson, or both, at the time changes are made. These options are discussed in more detail
below.
This reassignment is done in the Sales Territory Maintenance on the Salespersons sheet. Click the Reassign
button to view the following fields:
• Replace Current with New - This option reassigns open opportunities and quotes from the Current salesperson
to the New salesperson. An example where this option is used is when a salesperson leaves the company and
a new salesperson takes his or her place. The Epicor application analyzes the territory covered by the current
salesperson and assigns the territories to the new salesperson. In addition, open tasks and quotes are reassigned
to the new salesperson.
• Add New to Current - When this option is selected, the open quotes and opportunities remain with the
Current salesperson but are also added to the tasks of the New salesperson. This option is typically used when
the Current salesperson will continue to work in tandem for a while.
• Reassign Open Tasks - Tasks not completed are reassigned to the new salesperson.
As adjustments are made to territories because of salesperson reassignments, review of the customer database
is needed to verify the territory definitions are correct. For example, if a salesperson has a mature relationship
with one or more of his/her customers but a new salesperson is assigned to that territory, the existing salesperson
can be given responsibility for that customer in Customer Maintenance. The salesperson default overrides
territorial definitions.
In the customer record review process records are first selected by the Epicor application and an edit list is printed
to review the customer records that will be changed. Once changes have been made and this list is verified, it is
posted and the changes become permanent.
Epicor ERP | 10.2.300 43

Manage the Sales Process Customer Relationship Management Course
Workshop - Define a Quota
Brian Howard hired you to run the Australian territory and needs to set up a quota to use as your basis for the
sales in the new territory.
Navigate to Salesperson Quota Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Salesperson Quota
1. On the Standard toolbar, click New.
2. In the Fiscal Year field, verify the current fiscal year displays.
3. In the Salesperson field, select your initials.
4. In the Amount field, enter 200000.
5. In the Quota Per field, select Year and click Save.

This quota is now set for the entire year, so the Epicor application calculates the quota for each fiscal period
automatically and displays it on the Fiscal Period sheet. Manual adjustments to periods can be made if
sales in a particular quarter should be emphasized. To do this, select the Amount column in the grid and
make necessary changes.
6. Exit Salesperson Quota Maintenance.
Workshop - Add a Related Task
Brian Howard, the Sales Manager, wants to add a new task to the company sales process. The new task requires
salespersons to check the credit of new suspects before issuing quotes. This task must be added as a related task
to the Waiting for Quote Acceptance milestone and should be called Credit Check.
Navigate to Task Set Maintenance.
1. In the Set ID field, enter XXX-AUST (where XXX are your initials) and press Tab.
2. Navigate to the Milestones > List sheet.
3. Select the Waiting for Quote Acceptance line.
4. From the New menu, select New Related Task.
5. In the Seq field, enter 35.
6. In the Task field, select Credit Check.
7. In the Required Role field, verify Accounts Receivable Dept. defaults.
8. Verify that the Mandatory check box is clear.
9. Click Save.
44 Epicor ERP | 10.2.300

Workshop - Adjust the Customer Territory
Brian Howard wants to move salesperson Hyuma Hoshi to the Mainland Australia territory. Until a replacement
can be found for Hyuma, Brian will take over Hyuma’s open tasks and quotes in the Mexico – North America
and United States – Southwest territories.
Important Due to necessary database setup and specific data used to perform an adjustment of territories,
this workshop can only be performed by one person on a shared database.
Log in as Brian Howard
1. On the Epicor application Main Menu, from the Options menu, select Change User. The Log on window
displays.
2. In the User Name field, enter bhoward.
3. In the Password field, enter bhoward.

Note If the password expiry message displays, complete the following steps:
1. In the Old Password field, enter bhoward.
2. In the New Password field, enter a new password.

Note For example, use the first letter of your name followed by your
surname.
3. In the Confirm New Password field, enter the new password again.
4. Click OK.
Review Open Tasks for All Salespersons

Verify you are logged into Epicor Education and Main Site.
Navigate to the Salesperson Workbench.
Menu Path:Sales Management > Customer Relationship Management > General Operations > Salesperson
Workbench
Important This program is not available in the Epicor Web Access.
Important In Epicor Cloud ERP - Multi Tenant or Epicor Cloud ERP - Dedicated Tenancy, this program
or feature may not be available or may operate under certain restrictions.
1. Navigate to the Tasks > Open sheet.
2. Click Refresh.
3. Click the Assigned To column header to sort open tasks by this criteria.
Epicor ERP | 10.2.300 45

4. Note the tasks assigned to Hyuma Hoshi (for example, quotes 1026 and 1018).
5. Minimize the Salesperson Workbench.
Reassign a Salesperson to the Mexico – North America and United States – Southwest
Territories

1. In the Territory ID field, search for and select the Mexico—North America territory.
3. Navigate to the Salesperson > List sheet and review the current Salesperson record (Hyuma Hoshi).
6. Click Save.
7. Navigate to the Salespersons > Detail sheet.
8. In the tree view, select Hyuma Hoshi and click Reassign.The Reassign Opportunities/Quotes window
displays.
9. In the New Salesperson field, select Brian Howard.
10. Select the Reassign Open Tasks check box and click OK.
12. Click the Clear icon to clear the form.
13. In the Territory ID field, search for and select the United States - Southwest territory.
14. From the New menu, select New Salesperson. The Salespersons > Detail sheet displays.
17. Click Save.
18. Navigate to the Salespersons > Detail sheet.
19. In the tree view, select Hyuma Hoshi and click Reassign. The Reassign Opportunities/Quotes window
displays.
20. In the New Salesperson field, select Brian Howard.
21. Select the Reassign Open Tasks check box and click OK.
46 Epicor ERP | 10.2.300

22. Click Save and minimize Sales Territory Maintenance.
Review the Results of the Task Reassignment
1. Maximize the Salesperson Workbench.
2. Click Refresh.
3. Review the data to verify tasks were reassigned to Brian Howard.
4. Exit the Salesperson Workbench.
Remove Hyuma Hoshi from the Mexico – North America and United States – Southwest
Territories
1. Maximize Sales Territory Maintenance.
3. In the Territory ID field, verify the United States - Southwest displays.
4. In the tree view, select Hyuma Hoshi and click Delete.The Delete Confirmation window displays.
5. To the confirmation, click Yes.
6. Click Save.
8. In the Territory ID field, search for and select the Mexico—North America territory.
9. In the tree view, select Hyuma Hoshi and click Delete.The Delete Confirmation window displays.
10. To the confirmation, click Yes.
11. Click Save.
Add Hyuma Hoshi to the Mainland Australia Territory
1. Click the Clear icon to clear the form.
2. If the Clear Confirmation window displays, click Yes.
3. In the Territory ID field, search for and select the XXX Mainland Australia territory (where XXX are
your initials).+
5. In the Salesperson field, select Hyuma Hoshi.
6. In the Role field, select Sales Person.
Epicor ERP | 10.2.300 47

7. Click Save.
48 Epicor ERP | 10.2.300

Customer Relationship Management Course Salesperson's Tool
Salesperson's Tool
Once the sales process and marketing efforts have been defined, salespersons have tools available to manage
the lead to customer process. While salespersons nurture leads and move toward orders, management is kept
aware of the process through revenue forecasts and the sales pipeline. An important tool used by both salespersons
and management within the sales process is the Salesperson Workbench.
Menu Path: Sales Management > Customer Relationship Management > General Operations > Salesperson
Workbench
The Salesperson Workbench is a read-only tool that helps the salesperson keep in touch with prospects and
customers as well as stay on top of the tasks required for the opportunities for their territory. The Workbench
includes information a salesperson needs (such as opportunities, orders, and customers) and allows them to drill
down for detailed information for inquiry and follow-up, resulting in very quick and thorough responses to leads.
This is true regardless if the lead in question is an existing customer or not.
When the workbench is initially opened, click the Refresh All icon to populate the workbench with data. The
data displayed depends on the user ID and what data that user is permitted to view.
This section of the course reviews the Salesperson Workbench at the same time that the sales process is discussed.
The Cloud installation is where Epicor hosts software on servers under Epicor administration, and only the
clients run at customer organization.
Epicor ERP | 10.2.300 49

Create a Suspect Customer Relationship Management Course
Create a Suspect
A suspect is the status a customer is given when the lead is first entered into the Epicor application. A prospect
is the status given to a customer once an opportunity is entered into the application. This means new leads
received from companies that are not currently active can be entered into Customer Maintenance, yet remain
separate until the sale is won.
Suspects can be obtained in many ways. Some of these ways include:
• Trade shows
• Marketing lists
• Personal contact
Customers are entered using Customer Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Customer
Customers are businesses to whom you sell products and services. Use Customer Maintenance to enter
customer records. Customer records are primarily used to create quotes, sales orders, and accounts receivable
(AR) invoices. Customer records are also used during sales and marketing management processes.
New customers are automatically placed on credit hold. You must clear the Credit Hold check box on the Billing
> Credit > Credit Detail sheet to open transactions with this customer.
To set up a customer that has two or more divisions within a large company, use Parent/Child functionality.
The divisions are separate customers that link to the main parent company.
You can also specify the customer’s approved suppliers for materials, parts, and subcontract operations.
For a description of all fields and sheets in Customer Maintenance, refer to Application Help.
Note Information in the Billing sheet defaults in, however, some fields may be defined with specific details
according to the customer.
Customer Tracker
Menu Path: Sales Management > Customer Relationship Management > General Operations > Customer
Tracker
The Customer Tracker displays a complete overview of customer activity within your database. It displays
information about each customer record -- and then displays the quotes, AR invoices, orders, jobs, and other
records linked to this specific customer.
The Customer Tracker can only display one customer at a time. If you want to display two or more customers at
the same time, use the Salesperson Workbench. This program displays multiple customer records.
The Customer, Contacts, and Ship To sheets contain the read only versions of sheets that appear within the
Customer Maintenance program. An additional sheet is available that does not display within Customer
Maintenance. The Contacts > By Ship To sheet displays contacts that are located at the customer's ship to
locations.
For a description of all fields and sheets, refer to Application Help.
50 Epicor ERP | 10.2.300

Customer Relationship Management Course Create a Suspect
Workshop - Enter a Suspect
The Modern Machine Shop article was finally released in Australia. Inquiries about the company's product are
beginning to come in. Each inquiry must be entered into the Epicor application. To do so, complete the steps
below to enter a suspect.
Log Into the Application
1. From the Options menu, select Change User ID.
2. In the User Name field, enter the user ID (your initials) created in the Workshop - Create a New User.
3. Leave the Password field blank and click OK.

The Password Expired window displays and states your password has expired.
4. Click Yes to change the password.

The Change Password window displays.
5. Leave the Current password blank.
6. In the New password and Confirm new password fields, enter Test and click OK.
The Epicor application displays.
Enter a Suspect
Navigate to Salesperson Workbench.
Workbench
The Cloud installation is where Epicor hosts software on servers under Epicor administration, and only the
clients run at customer organization.
1. From the Actions menu, select Customer.

Customer Maintenance displays.
2. From the New menu, select New Customer.
Field Data
Customer XXX-Cat (where XXX are your initials)
Name XXX Caterpillar-Australia (where XXX are your initials)
Type Suspect (default)
Address <any street address>
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Create a Suspect Customer Relationship Management Course
Field Data
City Sydney
Country Australia
4. In the Territory pane, click the Get Territory button.

In the Territory field, XXX Mainland Australia (where XXX are your initials) displays.
5. In the Salesperson field, verify your initials defaults.
6. In the Quote Markup field, select General Default Markup.
7. In the Language field, select English/Australia and click Save.
Add a Contact to the Suspect Account
1. From the New menu, select New Contact.
2. In the second Person / Contact field, enter Sarah Ashley and click Tab.
Field Data
Function Purchasing
Role Buyer
Title Purchasing Manager
4. In the Primary Contact pane, select the Purchasing check box.
5. Click Save.
6. Exit Customer Maintenance and return to the Salesperson Workbench.
Open Salesperson Workbench
1. Navigate to the Customer List > Customer List sheet and click Refresh.
2. In the Customer List grid, verify the customer XXX-Cat (where XXX are your initials) displays.
3. Remain in the Salesperson Workbench for the next workshop.
52 Epicor ERP | 10.2.300

Customer Relationship Management Course Create the First Opportunity
Create the First Opportunity
Once a salesperson gains the interest of a suspect, he or she is ready to officially record that lead as an opportunity.
The opportunity (or customer inquiry) is recorded in Opportunity/Quote Entry. Once it is logged, the predefined
task set attached to the sales territory populates.
Menu Path: Sales Management > Customer Relationship Management > General Operations > Opportunity /
Quote Entry
Workshop - Enter an Opportunity/Quote
Your first inquiry from XXX Caterpillar-Australia (where XXX are your initials) was qualified, and the suspect is
interested in a potential deal with your company. The lead needs to be entered in Opportunity/Quote Entry so
you can follow the predefined sales process (task set).
Enter an Opportunity/Quote
1. From the Salesperson Workbench Customer List > Customer List sheet, highlight the customer XXX-Cat
(where XXX are your initials).
2. Navigate to the Opportunity/Quotes > By Customer sheet.
3. Click Add.
Opportunity/Quote Entry displays.
4. Click Save. Note the quote number ____________.
5. Navigate to the Header > Detail sheet.

Note that the suspect record displays a red Credit Hold indicator. New customers are automatically placed
on credit hold.
6. In the Expected Close field, enter the date one month from today.
This date is what will be reflected in the Salesperson Pipeline.
7. Click Save.
Update the Marketing Definition
1. In the Campaign field, search for and select the XXXMagYY (where XXX are your initials and YY represents
the last two digits of the current year) campaign created in the Workshop - Establish a Marketing
Campaign.
2. In the Event field, select the XXX Modern Machine Shop (where XXX are your initials) event created in
the Workshop - Establish a Marketing Campaign.
3. Click Save.
4. Minimize Opportunity/Quote Entry.
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Create the First Opportunity Customer Relationship Management Course
5. Remain in the Salesperson Workbench.
54 Epicor ERP | 10.2.300

Customer Relationship Management Course Enter a Call
Enter a Call
One of the first tasks a salesperson completes is contacting the suspect and qualifying the lead. Calls are tied to
suspects, prospects or customers and are carried forward as the lead becomes an opportunity.
The Call Log option in the Salesperson Workbench is used to enter conversation details with suspects.
Note that the details can be entered during the actual call or anytime after the call is complete. This is because
comments are entered based on the salesperson's conversation with the suspect.
Note Calls can be added through the Salesperson Workbench or directly through Opportunity/Quote
Entry.
The quote number only defaults in when the entry is made through this program.

Important In Epicor Cloud ERP - Multi Tenant or Epicor Cloud ERP - Dedicated Tenancy, this program
or feature may not be available or may operate under certain restrictions.
Workshop - Enter a Call
As part of the sales process, you must record a conversation you had with the contact for XXX Caterpillar-Australia
(where XXX are your initials) in the Call Log.
In addition, you must mark the milestone tasks as complete in order for the manager to become aware that you
contacted the suspect.
Enter a Call
1. From the Salesperson Workbench navigate to the CRM Calls > by Customer sheet.
2. Click Add.
The Call Log window displays.
Field Data
Description XXX Discuss Requirements (where XXX are your initials)
Text The suspect is interested in an upgrade prototype for a new Junction Plug.
I promised to have the requested proposal out by the end of the week.
Call Type Call - Sales
Owner Your name
Customer XXX Caterpillar-Australia (where XXX are your initials) (default)
4. Click Save and exit the Call Log window.
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Enter a Call Customer Relationship Management Course
5. Click Refresh.
6. Exit and reopen Salesperson Workbench and navigate to the CRM Calls > All sheet.
7. In the All grid, review the call details.
8. Navigate to Tasks > All and click Refresh.

Note The Contact displayed in the Prospect task can not be marked as complete from here; this must
be done in Opportunity/Quote Entry
Complete the Contact the Prospect Task
1. Maximize Opportunity/Quote Entry.
2. Navigate to the Tasks > Tree sheet.
3. Verify the Contact the Prospect task is selected.
4. Navigate to the Tasks > Details sheet and select the Complete check box.
5. In the Reason field, verify Move to Next Task displays.
6. Click the Update button.

On the Contact the Prospect task, a green check mark now displays and you see the completion date and
the name of the person who completed the task. The next task now displays a due date and the name of
the person assigned to the task.
8. Navigate to the Header > Detail sheet. Verify the Quoted check box is clear. If the Quoted check box is
selected, clear it.
9. Click Save.
10. Remain in Opportunity/Quote Entry.
56 Epicor ERP | 10.2.300

Customer Relationship Management Course Create a Quote
Create a Quote
Once an opportunity is entered for a suspect, it is ready to be converted into a formal quote. Even after it is
converted, the opportunity remains in view in the Epicor application through both the Salesperson Workbench
and the Salesperson Pipeline.
Quotes are entered and maintained through Opportunity/Quote Entry.
Opportunity/Quote Entry
Quote Entry
Use Quote Entry to enter and maintain leads, opportunities, or quotes in the system. This window is valuable
when you want to enter and track communications with a potential customer.
A quote is a document used to track price quotations for manufactured parts. These documents are sent to the
customer or prospect, and retained for follow-up. They can be copied to sales orders and jobs, to minimize data
entry if orders are received.
Quotes consist of heading information, and one or more line items containing the parts and quantities to be
quoted.
Manufacturing details are entered for each line to calculate the estimated material, subcontract, labor, and burden
cost required to make the part. You can also enter miscellaneous costs and commission expense.
When an opportunity is defined in Opportunity/Quote Entry, a quotation number is automatically assigned.
That quote number stays with the opportunity as the quotation process is formalized.
Once quote detail information is entered and saved, the Generate Quote task displays as Quoted. Once the
task is complete, the customer's type changes from suspect to prospect.
Sheets of Interest
Opportunity/Quote Entry has sheets and fields that are used as the opportunity formally becomes a quote. Below
is a brief explanation of these sheets and fields.
Header Sheet
The initial entry in the marketing campaign or event area is as defined in the setup of the functionality, however,
that data can be updated directly on this sheet. These fields can be overridden to adjust the information when
formalizing the quote as well.
Note Territory information defaults on the Header sheet from Customer Entry.
Line Sheet
The purpose of the Line sheet is to record specific details of the quote itself, including part number, description,
and pricing details. Most of these details will default in from the various programs.
In the costing section, there is a field named Confidence %. The confidence level may also be called probability,
which in sales terms means how good the salesperson feels about getting the order.
Remember, Work Force Maintenance also had a Confidence % field. If the confidence field is defined in both
Work Force Maintenance and Opportunity/Quote Entry, the following calculation is used to determine the pipeline
value:
(Quote Confidence - Workforce Confidence) * Expected Cost = Pipeline Value
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Create a Quote Customer Relationship Management Course
Example:
If the Expected Value = $3,000, the quote confidence = 75% and the work force confidence = 25%, then the
pipeline value of $1,500 ((75% - 25%) * 3,000) is registered on the Pipeline as this salesperson's forecast.
Gather Quote Details

Part of the mystery of quoting is the cost estimating process. What needs to be done in order to develop a fair
price that provides the required company mark up, yet is still competitive? The salesperson has choices when it
comes to determining the cost of a part. The cost may depend on the part details and from where these details
come.
• If the part has been made before: A similar quote, job, or part may be used to pull in the Method of
Manfacture (MOM) into the quote. When details are gathered in this way, the full costing details will be
available from the original MOM defined through Engineering. The salesperson still has the opportunity to
refine costs within the quote or before it becomes an order.
• If the part has been set up with summarized costs: The part number can be used on a quote using the
costs that have been entered directly into Part Maintenance for the part. In this case, engineering details
have not been defined. This type of costing may be useful for budgeting quotes.
• If the part has never been built: In this case, the costing may be entered directly into the quote.
Develop Costs Using the Quote Worksheet

The Quote Worksheet is a tool used to review calculated costs for each quote line based on the production
details entered and the markup rates. Even though many of the details default based on the quote information
entered, the ability to simulate what the pricing would be exists by changing costs and markup rates and adding
miscellaneous costs in a what-if scenario.
For more information on the fields and sheets found in Opportunity/Quote Entry, refer to Application Help.
Opportunity/Quote Tracker
Quote Tracker
Use the Opportunity/Quote Tracker to sort quotes by quote number, customer name, salesperson, part number,
or customer part. If the part number or customer part number is selected, the Where Part Desc Contains field
is activated. When accessing this tracker from a browser, quotes can be filtered by a specific territory or the
territories and by Lead, Opportunity, or Quote.
For a description of all fields and sheets, refer to Application Help.
58 Epicor ERP | 10.2.300

Workshop - Define Quote Pricing
Your suspect accepted the proposal and requested a formal quote for part CAT-300-SCR-S. Right now, the
customer is only interested in a quantity of 1,000, but if the price is right, he may want as many as 3,000. Enter
the quote detail and set up price breaks for quantities of 2,500 and 3,000. Once the quote details are entered,
plan to close out another task from the task list.
Enter the Quote Line Details
1. Verify Opportunity/Quote Entry displays the new opportunity you created in the Workshop - Enter an
Opportunity/Quote.
2. From the New menu, select New Line.
3. Navigate to the Line > Detail sheet.
4. In the Part/Rev field, enter CAT-300-SCR-S.
Field Data
Expected Quantity 3,000
Confidence % 75
6. Click Save.
7. From the New menu, select New Qty Break.
8. In the Quantities grid, in the Quantity field, enter 2,500.

Calculation of the selling unit price for the second quantity break is performed in the Quote Worksheet.
9. Click Save.
Enter Manufacturing Details
1. Navigate to the Line > Manufacturing > Details sheet.
2. In the Mfg Details Tree pane, right-click the ASM: 0 CAT-300-SCR-S assembly and select Get Details.
The Get Details window displays.
3. Select Rev A and click OK.
Epicor ERP | 10.2.300 59

Create a Quote Customer Relationship Management Course
Calculate the Quoted Price
1. Navigate to the Line > Worksheet > Worksheet sheet.
2. In the Quote Quantity Breaks grid, select the first quantity break line and review the prices.
3. In the Unit Price w/Commission field, copy the price and paste it into the Quoted Unit Price field.
4. In the Quote Quantity Breaks grid, select the quantity break line for quantity 2500.
5. In the Unit Price w/Commission field, copy the price and paste it into the Quoted Unit Price field.
6. Click Save.
7. Navigate to the Line > Detail sheet and select the Engineered check box.
8. Click Save.
Complete the Generate Quote Task
2. Select the Generate Quote task.
3. Navigate to the Tasks > Details sheet and select the Complete check box.

A green check mark now displays on the Generate Quote task.
Remove a Customer From Credit Hold
1. Navigate to the Summary sheet.
2. Right-click in the Customer field and select Open With > Customer Entry.
Customer Maintenance displays.
3. Navigate to the Billing > Credit > Credit Detail sheet.
4. Clear the Credit Hold check box.
5. Click Save.
6. Exit Customer Maintenance.
60 Epicor ERP | 10.2.300

Complete the Waiting for Acceptance Task
1. Verify Opportunity/Quote Entry displays the new quote you created in Workshop - Enter an
Opportunity/Quote.
3. Select the Waiting for Quote Acceptance task.
4. Navigate to the Tasks > Details sheet.
5. Select the Complete check box.
6. Click Save.
Complete the Quote Follow Up Task
2. Select the Quote Follow Up task.
7. Navigate to the Tasks > Tree sheet and verify the first five tasks display as complete.
8. Click Save.
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Generate a Sales Order Customer Relationship Management Course
Generate a Sales Order
If appropriate time and care are used in entering and processing quotes throughout the entire process, including
pricing and method of manufacture, quotes can be easily converted into orders using either a push or pull
methodology.
For example, after a salesperson creates an order using either method (push or pull) to convert quote lines into
order lines, the Epicor application automatically does the following (the application assumes there is one release):
• Labels the opportunity as a Win
• Changes the customer type from Prospect to Customer
• Flags the opportunity as ordered
The Push Method

One of the main features of the functionality is the ability to create a sales order from within the Salesperson
Workbench by pushing a quote's details into an order.
At minimum, a quantity and a ship date must be defined in the quote prior to completing the final task of creating
the order. Once these entries are defined, the task is updated by selecting the Complete check box and the
Create Order check box.
Note An order is generated even though an order number does not display in the window. To view the
order number, the user must return to the Salesperson Workbench and refresh the screen. The order
displays on the Orders sheet.
On the Orders sheet, the salesperson can see that the order has been pushed through. The order header and
line-by-line details are visible.
The Pull Method

The Pull method is primarily used in Epicor applications where the AMM module is not configured. In this case,
the order header is manually created in Order Entry, and line details are pulled into the order by selecting an
existing quote. Upon saving the order information, an order number is generated.
The pull method does not require the use of the task list to begin the order.
Order Tracker
Menu Path: Sales Management > Customer Relationship Management > General Operations > Order Tracker
Use the Order Tracker to sort orders by PO number, customer name, customer ID, part number, customer part
number, or sales order number. If the part number or the customer part number is selected, the Where Part
Desc Contains field is activated.
62 Epicor ERP | 10.2.300

Customer Relationship Management Course Generate a Sales Order
Workshop - Create a Sales Order Using the Push Method
Your suspect has accepted your quote for the CAT-300-SCR-S Junction Plug. He would like to take advantage
of the price break you gave him by ordering a quantity of 3,000.
In this workshop, use the Salesperson Workbench to generate a sales order from the quote.
Enter Order Details on the Quote
2. In the Order Quantity field, enter 3,000.00.
3. In the Ship By field, enter the date two weeks from today.
4. Click Save.
Create the Order Using the Push Method
2. Select the Generate the Order task.
5. Select the Create Order check box.

When you create an order using the push method, the quote detail information is pushed into a new order.
The new order number does not display in Opportunity/Quote Entry. View the order number in the Salesperson
Workbench.
6. Click Update.
7. Exit Opportunity/Quote Entry and return to the Salesperson Workbench.
View the Order
1. Navigate to the Salesperson Workbench > Orders > Open sheet.
2. Click Refresh.
3. Exit and restart Salesperson Workbench and navigate to the Orders > Open sheet.
The window is populated with the new order.
Note You can locate your sales order number in reference to the Customer ID.
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Generate a Sales Order Customer Relationship Management Course
4. Review the order and exit the Salesperson Workbench.
64 Epicor ERP | 10.2.300

Customer Relationship Management Course Salesperson Pipeline
Salesperson Pipeline
Use Salesperson Pipeline to review sales figures for a sales representative, as compared with the person's quota.
This window is valuable for reviewing progress for members of the work force.
Pipeline
The Salesperson Pipeline provides sales personnel with an effective method of viewing active tasks for current,
open quotes and the actual revenue amounts of different sales entities by fiscal year and period. Actuals can be
tracked by company, region, sales representative, territory, or sales manager, and can reflect the current invoiced
sales. Sales quotas entered for individual reps also display on the Actuals sheet allowing a quick snapshot of the
sales representative's quota for a specific fiscal period, quarter, and year against actual revenue figures.
The Salesperson Pipeline is a application tracker that consists of two sheets. The Pipeline sheet displays the
current, aggregated tasks of quotes visible to some users. Your ability to view this display depends heavily on
several factors including the sales territory to which the sales rep has been assigned, whether the representative
has been given permission through Work Force Maintenance to view all territories and the pipeline itself, as
well as whether the role of authorized user for other sales representatives or the manager has been granted.
Remember that quotes only display if they:
• Bear a valid Expected Close date
• Are currently open
• Do not have a parent
Note As with the trackers in the Epicor application, the columns that displays in the list view are associated
with a variety of context menus. For example, a right-click on the quote number field in the Pipeline list
activates a context menu which allows you to open Quote/Opportunity Entry directly. Similarly, by
right-clicking the Workforce ID of an individual sales representative, you can choose to either open
Workforce Entry, or perform a Workforce ID search.
Fields of Interest:
• Actual Type - The basis of the actuals: Company, Region, Territory, Sales Manager, or Sales Representative.
• Calculate - Click this button to determine sales numbers, given the information listed above it.
• Fiscal Year - The fiscal year for the pipeline.
• Month to Date Actual - The actual sales amount, month-to-date.
• Month to Date Quota - The quota for this salesperson, month-to-date.
• Period - The period for the pipeline.
• Quarter - The quarter for the pipeline.
• Quarter to Date Actual - The actual sales amount, quarter-to-date.
• Quarter to Date Quota - The quota for this salesperson, for this quarter to date.
• Region - The region to be included in the scope of the pipeline.
• Sales Representative - The sales representative whose numbers should be included in the pipeline.
• Territory - The territory for the scope of the pipeline.
• Year to Date Actual - The actual sales amount, year-to-date.
• Year to Date Quota - The quota for this salesperson, this year to date.
For more information on this program, refer to the Application Help.
Epicor ERP | 10.2.300 65

Salesperson Pipeline Customer Relationship Management Course
Workshop - Use the Salesperson Pipeline
James Bailey wishes to view the status of current quotes. Specifically, he wants to review the tasks currently
assigned to salespeople for open quotes. In this workshop, enter two quotes, and then use the Salesperson
Pipeline to view and modify the quote information.
Login as Brian Howard

Change the user ID and log in as Brian Howard.
1. From the Options menu, select Change User ID.

The Log On window displays.
2. In the User name field, enter bhoward.
3. In the Password field, enter bhoward.

Note If the password expiry message displays, complete the following steps:
1. In the Old Password field, enter bhoward.
2. In the New Password field, enter a new password.

Note For example, use the first letter of your name followed by your
surname.
3. In the Confirm New Password field, enter the new password again.
4. Click OK.
Configure the View of the Salesperson Pipeline

Navigate to Work Force Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Work Force
1. In the Work Force ID field, search for and select Penny Lane.
2. Verify the Reports To field displays Brian Howard.

The Authorized Users > Detail sheet displays.
4. In the Authorized User field, select Brian Howard.
5. Click Save.
6. Navigate to the Work Force > Detail sheet.
7. In the Work Force ID field, select Brian Howard.
66 Epicor ERP | 10.2.300

8. Verify the View All Territories and View Company Pipeline check boxes are selected.
9. Exit Work Force Maintenance.
Enter a Quote
Navigate to Opportunity/Quote Entry.
Quote Entry
1. From the New menu, select New Quote.
3. In the Customer field, enter Dalton and click Refresh.
4. In the Task Set field, verify Quick Quote-Existing Customers defaults.
5. In the Expected Close field, enter the date one month from today.
Note It is important to select a date in the Expected Close field. Quotes only display in the
Salesperson Pipeline if they are currently not expired or closed, do not have an associated parent
quote, and have an expected close date.
6. Click Save.
Add Line to the Quote
1. From the New menu, select New Line.
3. In the Part/Rev field, enter DSS-1000 and press Tab.
4. In the Order Quantity and Expected Quantity fields, enter 500.
5. In the Unit Price field enter $1.00.
6. Click Save.
Add Salespersons to the Quote
1. Navigate to the People > Salespersons > List sheet.

Penny Lane displays as the primary salesperson.
3. In the Name field, select Brian Howard.
4. In the Commissions field, verify or enter 6 for both salespeople.
Epicor ERP | 10.2.300 67

5. In the Split % field, enter 50% for both salespeople.
6. Select the Primary Salesperson check box.

Review the information for the first task - Win or Lose.
8. Accept the default Start Date and Due Date.

The Start Date is today's date. The Due Date is the result of an application calculation based on the number
of days entered in Task Set Entry for this task.
9. From the Tree View, record the quote number. _________________
10. Click Save.
Create Another Quote
1. Repeat the steps from the prior tasks in this workshop to create another quote using the following
information:
Field Data
Task Set Quick Quote-Existing Customers (defaults)
Expected Close Select a date 2 weeks from today
Part for Line 1 DCD-200-ML, unit price = 121.00
Part Order Qty and Expected Qty for Line 1 180
Primary Salesperson Brian Howard
Split % for both Salespeople 50%
Commissions for both Salespeople 6%
2. Record the quote number. _______________
3. Click Save.
4. Minimize Opportunity/Quote Entry.
View Salesperson Pipeline Information

Navigate to Salesperson Pipeline.
Pipeline
Note The Expected Close date acts as a filter for the items that display on the Pipeline sheet. Selecting a
date one month from today allows you to view the sales data associated with the two quotes just entered.
Entering today's date would not allow you to display the two new quotes as the expected close dates are
either two weeks or a month from the current date.
1. Right-click the grid title Pipe Line and select Show Group By.
68 Epicor ERP | 10.2.300

2. Drag and drop the Sales Rep Name column header to the Group By area.
3. Expand the records that display for Brian Howard and Penny Lane.
Modify Quote Information and View Pipeline Results
1. For each user, locate the quote dated two weeks from today (Workshop - Create another quote, part
DCD-200-ML).
2. Right-click in the Quote field and select Open With > Opportunity/Quote Entry.
Note how the Expected Amount is split among each of the salespersons according to the setting from the
quote.
4. In the Order Quantity field, verify 180 displays and click Save.
6. Select the Complete check box to indicate that you completed the first task.
7. Navigate to the Tasks > Details > General sheet.
8. In the Assigned To field, select Brian Howard.
9. Click Save.
To verify the task now displays as complete, navigate to the Tasks > Tree sheet. A green check mark, the
date, and the person who completed the task should display.
10. Minimize Opportunity/Quote Entry and return to the Salesperson Pipeline.
11. From the Actions menu, select Refresh PipeLine.
12. Review the same quote.

No current milestones display because the quote only had one task associated with the task set (Quick
Quote).
13. Minimize the Salesperson Pipeline.
Close the Quote
2. Verify the quote dated two weeks from today displays.
3. From the Actions menu, select Quote > Close Quote.

Verify the quote closes.
4. Minimize Opportunity/Quote Entry and maximize Salesperson Pipeline.
5. In the Salesperson Pipeline, from the Actions menu, select Refresh PipeLine.
Epicor ERP | 10.2.300 69

The quote no longer displays in the Pipe Line because it is now closed.
Calculate Actuals for a Salesperson
1. Navigate to the Actuals sheet.
2. In the Actual Type field, select Sales Representative.
3. In the Sales Representative field, select Brian Howard.
4. Verify the Fiscal Year, Period, and Quarter fields default to the current fiscal year, period, and quarter.
5. Click Calculate.
6. Review the Quota Vs. Actuals for Month to Date, Quarter to Date and Year to Date.
Values are in zero because we haven´t entered a salesperson quota or created sales orders during this year.
7. Minimize the Salesperson Pipeline.
Create a Salesperson Quota

Navigate to Salesperson Quota Maintenance.
Menu Path: Sales Management > Customer Relationship Management > Setup > Salesperson Quota
Important As you complete this workshop, if you receive a warning that states: Quota already exists for
this Salesperson, this means another user has completed this workshop. Review the documented steps to
understand the process of how to create a salesperson quota in the application and move on to the next
workshop task.
1. Click New.
2. In the Fiscal Year field, verify the current fiscal year defaults.
4. In the Amount field, enter 500,000.
5. In the Quota Per field, select Year.
6. Click Save.
7. Exit Salesperson Quota Maintenance.
Create a Sales Order
3. In the Opportunity/Quote field, search for and select the quote you created that is due one month from
today(for part DSS-1000).
70 Epicor ERP | 10.2.300

Customer Relationship Management Course Conclusion
4. From the Actions menu, select Quote > Create Sales Order.
The Quote Order Wizard displays.
5. Click Create.
The Sales Order created message displays.
6. Record the sales order number _______________ .
7. Click OK.
8. Exit Opportunity/Quote Entry.
View Actuals
Once you create the new sales order, review the details in the Salesperson Pipeline.
1. Maximize the Salesperson Pipeline.
2. Click Refresh.
3. In the Actuals sheet from the Sales Representative field, select Brian Howard, click the Calculate button
to review the actuals and the quote.
4. Exit the Salesperson Pipeline.
Conclusion
Congratulations! You have completed the Customer Relationship Management course.
Epicor ERP | 10.2.300 71

Additional information is available at the Education and
Documentation areas of the EPICweb Customer Portal. To access
this site, you need a Site ID and an EPICweb account. To create an
account, go to http://support.epicor.com.

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Epicor ERP | 10.2.300 3

Additional Maintenance Programs..........................................................................................................28

4 Epicor ERP | 10.2.300

Workshop - Enter an Opportunity/Quote........................................................................................................53

Epicor ERP | 10.2.300 5

Customer Relationship Management Course

6 Epicor ERP | 10.2.300

Before You Begin

Specific audiences will benefit from this course.

Epicor ERP | 10.2.300 7

4. From the Main menu, select the Main Site.

Epicor Cloud ERP Specific Information

8 Epicor ERP | 10.2.300

Epicor ERP | 10.2.300 9

10 Epicor ERP | 10.2.300

Epicor ERP | 10.2.300 11

This topic focuses on the marketing functionality of the CRM package.

This topic focuses on the sales functionality of the CRM package.

12 Epicor ERP | 10.2.300

Cloud Specific Information

This topic focuses on the management functionality of the CRM package.

Epicor ERP | 10.2.300 13

14 Epicor ERP | 10.2.300

Sales and Marketing Management Module

Epicor ERP | 10.2.300 15

Quote Management Module

Order Management Module

16 Epicor ERP | 10.2.300

Password Policy Maintenance

User Account Security Maintenance

Workshop - Create a New User

Add and Define a New User

Epicor ERP | 10.2.300 17

1. From the New menu, select New User.

3. In the Name field, enter your full name.

4. In the Address field, enter your address.

5. In the City field, enter Sydney.

6. In the Country field, enter Australia.

8. If a Security Settings warning message displays, click OK.

Define User Security

6. Navigate to the Group sheet.

7. In the Available pane, select Sales.

18 Epicor ERP | 10.2.300

Authorize User Access to a Company and Sites

1. From the New menu, select New Company.

2. In the Company field, select Epicor Education.

5. Select the Set temporary password to blank check box.

8. Exit User Account Maintenance.

Role Code Maintenance

Epicor ERP | 10.2.300 19

20 Epicor ERP | 10.2.300

Person Contact Maintenance

Contact Address Hierarchy

Epicor ERP | 10.2.300 21

HCM Payroll Integration

Workshop - Add a Person / Contact Record

1. On the Standard toolbar, click New.

3. In the Role field, select Sales Person.

6. Click Save and exit Person Contact Maintenance.

22 Epicor ERP | 10.2.300

Work Force Maintenance

Use Work Force Maintenance to establish work force records.