Corteza User Manual

One is the heart of Corteza’s user interface and the point of entry to the system for every user. It’s a modern, web-based unified workspace which helps you to be more comfortable and productive in your daily working life.

A Tab is your point of access to any application in the application menu. Tabs in One work just like browser tabs. To open a new Tab, click on the plus sign (+) at the end of open Tabs. At least two Tabs (Messaging and CRM applications) are open by default when you first log into Corteza One.

The Application Menu lists the applications available to you as a user to open. It is accessed by clicking on a plus sign (+) at the end of open Tabs.

When the cursor is “rolled over” any application, the user is presented with two options:

Once you have selected the first of the two options, you will be redirected automatically to the main One interface with application you have selected open in the Tab.

Panels allows you to split your screen into a maximum of 4 sub panels. To open a new panel, click on the “4 Square” icon on the top right corner of your screen.

After a click on the "4 Square" icon, you’ll access a right sidebar when you can define where you would like to open your next application.

Profile Settings can be accessed by clicking on the Person icon in the top right hand corner of the screen, directly to the left of the 4 Square icon.

The Corteza Profile Settings allows users to:

To change password, the user must enter the existing password, then enter the new password followed by one last confirmation entry of the new password.

To return back to Corteza default screen, click on the Corteza logo on the top.

Corteza Messaging is a modern, private, secure messaging system which integrates seamlessly with Corteza One, Corteza CRM and Corteza Low Code. Its design is inspired by Slack, a popular cloud service.

Channels are used to organise your conversations. A channel is a single place to share messages and upload files. List of available channels is located on the left sidebar of the interface.

The Channel controls for any individual channel are in the top right corner of each open channel. Click on the control icon (three vertical dots) to see the following options:

Corteza makes Messaging your colleagues intuitive and user friendly.

Part of Corteza is an open-source video conferencing tool Jitsi.

Corteza CRM is a highly flexible, scalable and open source Customer Relationship Management solution.

On the default home page by default a calendar block is shown, in which all your events and tasks are shown. You can zoom in to see a week and a day view.

Other blocks are several charts and two lists: new leads and open opportunities.

A lead is an individual who might become your customer, but currently isn’t. Another word for a lead is a prospect. Leads are usually converted to accounts, contacts and opportunities.

When the leads are enters the CRM, it needs to be qualified. The rating field is particularly helpful to see if a lead is a potential customer or not.

When a lead shows commercial interest, such a a request for pricing, and the lead’s location matches the region your business targets, this lead is should be considered a 5 star lead. A 3 star lead can be a lead that did an online demo and nothing more, and a 0 or 1 star lead can be a lead that contacted the company for anything but one of your products or services.

The typical process is that a sales person follows up on the lead. The related record blocks “notes” (for any note), “events” (for example a scheduled online demo) and “tasks” (for example “send price list via email” or “call back”) are helpful here.

Leads can be part of a campaign. More info about campaigns can be found in the [campaigns] chapter.

When the sales person has made contact with the lead, and there is a sales opportunity here, the sales person should convert the lead. There are two automation buttons on the top right. One will convert the lead in to an account + contact, and the other one, if there is already more info about the potential opportunity, will create an account + contact + opportunity.

In accounts you store information about your customers. Accounts are companies that you’re doing business with, and contacts are the people who work in them.

An account can have multiple contacts, and by default the lead that was converted in to an account + contact in the Leads module is set as “Primary contact for account”. This means that the data of this contact will be used for Quote generation.

The modules related to accounts are:

The most important action in an account is creating opportunities. This can be done easily with the automation button “Generate new opportunity”, which maps all relevant account data directly to the new opportunity.

Opportunities are associated with revenue. When you generate an opportunity from an account (or directly from converting a lead) this means that you uncovered a potential future sale.

Every opportunity needs a name, which needs to be added manually. It’s important that others understand what the opportunity contains by simply looking at the name. So, an opportunity name like “300 licenses” is clear.

By default the close date is set to one month after opportunity creation date, but this date can easily be modified.

To qualify a lead it useful to figure out the following data:

In order to get a good idea of the stage the opportunity is in, you need to use the “stage” field. By default, it’s set to “Qualification”. Once correctly qualified, you can move it to “Proposal” (or to “Need Analysis”, if more analysis is needed. Following steps are “Negotiation”, followed by “Closed Won” or “Closed Lost”.

This module shows the list of all quotes. For details on easy quote generation, please check the [opportunities] module documentation.

In this module you manage all products (or services) your company sells.

In each product you can define the main details (such as name or product code) and add pricing per price book, allowing you to have different pricing for different types of companies or regions.

The details view of products also shows the related cases.

In this module you can add all the price books your business may have. They allow you to have different pricing for the same product, divided by sector, geographical area etc.

Information on how to apply price books can by found in the Opportunity chapter.

Cases is a simplified case management tool, linked to accounts, contacts, products or even other cases.

You can set who is part of the case, and what role the have, in the “Case Contact Roles”, and you can track progress with the case description fields and notes, events and tasks blocks.

A campaign is a marketing project that you want to plan, manage, and track within the CRM. It can be a newsletter, seminar, conference, or other type of marketing initiative.

Campaign members are leads or contacts that entered the CRM via that campaign, and the opportunities related to them are generated opportunities. These opportunities allow you to check the ROI of the campaign, when you compare the costs to the value won in opportunities.

Tasks in the CRM are actions that needs to be completed by yourself or another user. You can use them to manage daily work tasks.

Events help the sales person to organise their meetings and appointments. They have a start and end time and a location.

Events are shown in the calendar on the home page of the CRM.

Dashboards help you to visually understand changing business conditions so you can make decisions based on the real-time data of your CRM. Different type of charts are supported, and you can insert other rich element, such as Twitter feeds or filtered lists of records.

The main module of Service Cloud is cases: the place where the customer’s issues are captured and handled. Each case has an automatically generated case number, which starts with "ticket#" followed by the date-time. An example case number is: ticket#20191025094353420 (the date can be read as: 2019-10-25 09:43:53:420).

The case subject is used in list throughout the application, so it needs to be short and clear.

On the left, the block "Case Description" contains the status, category, a long description, the priority, related product and, if closed, the solition and close date. On the right, the block "Case Details" contain data about who owns the case, the source and the total time and cost. At the bottom, there are areas for related attachments and the knowledge base, which allows you to quickly find related knowledge base items.

At the center of the page is the "Updates" block. Each update on the case is added to this list, giving a clear overview of each action related to the case. Actions such as calls or emails can be inserted by clicking on the "Add update to this case" button, while the status change updates are recorded automatically upon changing the status of the case.

In Service Cloud accounts give a 360 degree overview of companies you are doing business with. It shows the following related data:

The most important action in an account is creating cases. This can be done easily with the "add new record” button on top of the cases list.

This page gives a 360 degree overview of a single contact. It shows contact data, related cases and all emails sent.

Entitlements are types of customer support, such as “Phone support” or “Email support”. You can set up entitlements in Service Cloud to help support agents determine whether a customer is eligible for support or not.

Entitlements are always related to an account and a product, and they normally have a start and end date. For example: company Green Global has acquired a software license and this entitles them to receive phone support for one year.

To facilitate the use of this module, multiple values are inserted automatically, thanks to the option of selecting an entitlement template for a product.

In Service Cloud you can link a case to a product. This enables you to have a complete overview of how much service is provided for a certain product or product family. A product can be a physical product or a service.

Default fields in this module are the product code, name, category and description. You can set the entitlement template, allowing you to easily set entitlements for clients. Optionally, you can set a product photo and attach files (such as manuals).

A product or service normally comes with a entitlement to support. For example, a software license may allow the client to contact you by phone when they have issues or questions. Or, when you sell hardware, you may need to offer a period of guarantee, allowing the client to contact you when the product breaks within that period.

For most products and services the entitlements will be the same, so that’s why Service Cloud offers a templates module. After creating an entitlement template, you can select it in a product. Then, when a customer acquires that product, the template will be used to prefill data such at type of entitlement and end date.

To solve cases faster agents have access to a Knowledge Base (KB), either directly from within a case record, or in the Knowledge Base module.

Each KB item has an autogenerated ID, type (Solution, FAQ, Tutorial, General), title, content at category. Optionally, it can be linked to a certain product, and have files attached.

To help maintaining the quality of the KB items, Service Cloud offer the possibility to mark items as "New", "Pending Review", "Accepted", "Obsolete" or "Duplicate".

Companies have different departments and different departments have different costs. One hour support by the service department is simply not the same as one hour support by R&D. To manage this, Service Cloud has a department module, where you can set the hourly price.

The hourly price is applied to a case update, and the total price of the case is calculated on the sum of case updates. This allows multiple departments to be involved in a single case.

When you enter the page with the lists of departments, you are presented with an overview of all total time spent and total costs, with additional charts on the right. This allows you to quickly detect what department has the heaviest load, and which department has the most impact with regard to costs.

Entering a department record you can see, and edit, the department name, the price per hour and the list of employees. Employees are users in Corteza. Other fields, such as total time and total cost, are calculated automatically.

Dashboards in Service Cloud give a good overview of the current status of your cases in one glimpse.

Service Cloud is configurable, allowing you to create new charts and new dashboards.

In the settings page you can set multiple values that are used within Service Cloud as default values. You will need to enter this page when you have just installed Corteza and wish to use Service Cloud.

Contacts of cases can be emailed directly from the Service Cloud. Each outgoing email is recorded in the case update list. To make sending out emails easier, Service Cloud allows you to create email templates with placeholders.

Each email template has a name and description. They are for internal use. The subject and the body fields are what’s being sent to the contact.

The subject of an email template is a string. The body is a rich text area. The content can be multiple lines, and it allows basic styling, adding links and adding images.