X2CRM User Reference Guide



Click on any image for a larger view!

Main Menu Items



Dashboard


The Dashboard is the homepage of X2CRM. With it, you can instantly see the newest leads, notifications, reminders, calendar events, user location check-ins, and so much more as soon as you login. Like many features within X2CRM, the dashboard is fully customizable so you can easily change or reorganize the widgets to work best for your business.

From here, you can access all the Modules within X2CRM. The top blue menu bar (highlighted in red below) provides access to the different Modules. The Dashboard also contains Widgets that help you perform different tasks, such as Calendar widget, Note Pad widget, Doc Viewer widget, and more.

Dashboard Record Detail View

The Top Bar (red) starting from the far left consists of:

  • Customized logo in the upper left corner.
  • Module names  – Links to the different Modules. When you hover over a Module name, a drop down will be displayed with actions within that Module you can choose.
  • More button – provides access to additional Modules.
  • Admin– provides access to the Admin tools (if the user is allowed access to those).
  • Profile – shows the current user information. See User Menu Items.
  • Users – displays what users are currently logged in to the system.
  • Search Box – allows user to type in whatever you want to search for anywhere in the system.
  • Box with Blue Number – displays the total number of Notifications the user has. Clicking on the number will provide a drop down box with the Notifications.
  • Box with right pointing arrow – This will toggle the right column (blue) in the Dashboard. This window displays widgets that are available to the user.
  • Box with Gear Symbol – Clicking this box will show a drop down of additional widgets available for display in the right most colunm.
  • Profile – Clicking this will open a drop down menu of items pertaining to the User. See User Menu Items.

The body of the Dashboard consists of 4 separate columns. The far left (yellow) and far right (blue) columns contain widgets that help you perform tasks. The two center columns (green) contain windows where widgets define what you want to display in each window. The user controls what is displayed in each window and where they should reside on the screen. If you wish to view the middle two columns in larger size, click on the Box with the right pointing arrow (pink) on the Top Bar and this will hide the far right widget column and expand the middle two columns. Click again to restore.



Dashboard Left Column

The left column of the Dashboard remains static in place. It contains multiple functions:

  • Profile – shows current user’s name and by clicking on the name will take you to the user’s Profile information page. This acts the same way as the “Profile” button on the right of the Top Bar. See User Menu Items.
  • Widget Controls
    • Show Widget – provides a drop down menu with available widgets that could be displayed in the middle two columns. Choosing a widget will create a new window at the bottom of the right-middle column with this widget information.
    • Create Widget – a pop up menu appears with a drop down menu of available types for a new widget. If you choose one and click on “Create”, a new widget will be created at the bottom of the right-middle column with this new widget’s information.
    • Edit Layout
    • – toggles a slider bar at the top of the middle columns that allows you to adjust the width of the Dashboard columns.

  • Filter Controls – this section allows you to set filters on the Activity Feed. The “Simple” view filters the activity feed based on event type. The “Full” view lets you choose exactly what to display based on 4 filtering criteria:
    • Visibility – Public or Private
    • Relevant Users – display events realting to specific users
    • Event Types – choose which event types to display
    • Social Subtypes – choose which social subtypes to display
  • Once these filters are chosen, you can Set as Default, Uncheck Filters, Apply Filters, and Create Report based on filters.


Dashboard Right Column

The right most column of the Dashboard is reserved for utility widgets.  This column may be hid from view by clicking on the icon in the Top Bar which is a box with a right facing arrow inside.  Clicking again will toggle it back open.  These utility widgets consist of the following:

  • Clock – shows current time
  • Calendar – shows a calendar and if the user has any activities scheduled a colored dot will displayed on the day and you can click on the day and see the details.
  • Note Pad – space to make any notes
  • Quick Contact – allows user to quickly add a Contact into the system. Email, First name, Last name, and Phone may be entered.  Creates a Contact record.
  • Files – this area allows you to upload external files into the system and have them available in this view.
  • Message Board – a message may be entered that is shared with others that are logged in to the system.
  • Doc Viewer – allows the user to choose a file that the contents of which will be displayed in this window.
  • Active Users – shows which users are logged on to the system.
  • Top Sites – the user can add links to favorite web sites here.  This makes them readily available to click on and open a new window with the site.
  • Tag Cloud – holds tags that may be added to a record.
  • Execute Workflow – X2 allows the user to trigger a workflow from within a record.  If any module has workflows associated with that module, when the user is in a record within that module, the Execute Workflow widget will be displayed in the right most column.  Choose which workflow and click on Execute and the workflow will operate.


Dashboard Middle Two Columns

The current view of the Dashboard shows 4 data view widgets: New Web Leads, Activity Feed, Lead Volume, and Accounts Summary. These can be moved around by simply dragging and dropping into their new location. To create a new widget, click on the “Create Widget” option in the upper part of the left column. Choose the widget type you want and click “Create”. The system will display this new widget at the bottom of the right-middle column. You can now move it wherever you want within the middle two columns. You can also edit the widget by clicking on its gear icon. If you toggle the Setting Bar, you can choose which fields to display by clicking on the column icon and checking the box by each field you want to see. You can sort each field in ascending/descending order by clicking on the name of the field. The blank cell below the field name can be used to filter or search the data in that column.

To learn more about the Dashboard and how to customize it based on your needs, watch the Dashboard video tutorial.


Modules


Modules are the core unit of how X2CRM presents data to the user and organizes functionality, such as Marketing, Contacts, Actions, etc. Each Module will be displayed in the middle of the screen with the same static left and right columns as in the Dashboard. A Module view works the same no matter what Module the user has chosen.

Module Grid View

When clicking on a module, such as contacts, accounts, or marketing, all of your records will typically be listed in a grid view. There are several ways to organize the data:

  • To sort a Column – click on the name of the column and it will sort in ascending order.  Click again and it will sort by descending order.
  • Filter a Column – In the blank cell between the name of the column and the data you can filter the contents of that column by entering what you want to find.  For example, you know the Contact’s first name is Sam but that is all you know.  Type Sam in the blank cell below Name and click Enter.  The system will show any entry that includes “sam” somewhere in the name.  You can narrow the search with more specific data.
  • Mass Insertions or Deletions – You can perform actions against multiple records at a time. To choose the records you wish to effect, click on the box at the far left for each record.  To choose the entire page of records click on the box at the very top of the column. A message will appear at the top asking if you want to select the records on all pages “click here” and all boxes will be chosen.  Once any record is chosen a More button appears in the Title Row.  You can perform one of these actions to the entries that have been chosen:
    • Add action
    • Add note
    • Add relationships
    • Add selected to list (Must be a Static list)
    • Execute macro
    • Log call
    • Log time
    • Merge selected
    • New list from selected (Will create a Static list)
    • Remove tags
    • Update fields of selected
  • This can also be used to delete multiple records at a time by clicking on the “trash can” icon.



Contacts


Contacts are the core of your CRM. The initial view of the Contacts module is organized in a grid view, which is described in detail under the Modules section. With X2CRM, you can search through contacts based on matching criteria, organize lists of contacts with attribute filters, view contact location heat maps, and more.

Contact Record Detail View

  • Click on a contact’s name from any screen in X2CRM to View its details.
  • Edit Contact allows you to update contact information. You can also edit a single field by clicking on the Edit Field box you will find at the far right of each field. You can use Share Contact to draft an email with the contact’s record details in the body. Delete Contact erases the contact record from your database. Please note that this cannot be undone!
  • Send Email drafts an email addressed to the contact. You can also use the mail icon, highlighted in orange along the top bar menu, to email the contact. Both of these options bring up an email draft field, shown in yellow, within the record page.
  • There are many additional tools you can use under the left hand actions column, highlighted in purple. Attach a File/Photo allows you to upload media associated with the contact. Please note that there is also a an image gallery widget, where you can upload and see a thumbnail of your images.
    Quotes/Invoices initiates a new quote for the contact. You can add line items and make pricing adjustments all from one screen. This can also be used to associate what products you are working on with the Contact  without actually sending a Quote. Subscribe will send an automated email update to you whenever the contact’s record is updated.
  • You can quickly view the customer’s current process stages. You can also view a complete overview of interactions with the record in graph form in the Action History chart.
  • View and edit a contact’s tags. Drag and drop from the tag widget, highlighted in red, or double click within the tag field,  to instantly create a new tag. You can view and delete your existing tags with the tag manager.
  • Set the contact’s deal confidence, highlighted in the bright green box in the contact data fields. This is a five point scale of your confidence in the sales opportunity associated with the contact. This scale is also important for your sales pipeline chart. The five point scale is:
    • 1: Low
    • 2: Growing
    • 3: Forecast
    • 4: Committed
    • 5: In the bag.



The Publisher

  • The widget highlighted in blue in the image above is called the Publisher. This widget will allow you to create, complete, and view a history of actions, appointments, calls, emails, web activity, and more. To create a new event, select one of the tabs highlighted in red in the image to the right.
  • Use the publisher to easily log a call (or attempted call). If you like, you can select a quick note to expedite your call log. These are preset comments you can append to your call log. You can, of course, modify the contents of the quick note dropdown menu from the dropdown editor in X2Studio.
  • Aside from time spent on the phone, you can also simply log time spent working on a record. Whether it’s background research or case analysis, you will be able to log how much time you’ve spent working on topics related to the contact and what that time was spent doing.
  • Create a new action associated with the contact. Just as in the full action editor, you can set due dates, assign users, priority, visibility, and description. Edit, complete, or delete the action using the tools highlighted in the blue circle.
  • Add a public comment on the contact’s record that you and your team can refer to when next you interact with them.
  • Create a new Calendar event from the publisher. Designate an appointment time and date on your team calendar for a specific event. You can set visibility (i.e. who can see it in their own personal calendars) as well as the assigned users. Set its priority and the display color as well
  • You may view any publisher records specific to one event type by using the filter dropdown, highlighted in orange.
  • There are additional Publisher viewing options highlighted in the green box. The Toggle Text option will minimize or maximize the detail text for each record component. The Show All button will expand the entire action history chart to be displayed within one page. If you select Relationships, then the action history chart will display all actions for the record, as well as any other record with an established relationship. By clicking on any of these options again, you will unselect them and return the action histroy chart to normal.


Contact Lists

You can create and use contact lists to send emails to existing clients, potential leads, business partners, or any other sort of list of people you can think of. Lists can be dynamic or static. A dynamic list is automatically populated and updated based on a set of filter criteria. A static list has a manually stipulated set of members, and does not automatically update.
  • The All Contacts screen displays every contact in your X2CRM system. Here you can create and populate dynamic or static lists. Dynamic lists are auto-populated based on certain attribute criteria (e.g. a tag or deal value). Static lists are manually populated and managed.
  • To populate a static list of contacts: first tick the boxes next to the names of the people you would like in the list, highlighted in the blue box along the left hand side. This will bring up a new menu option in the grey menu bar along the top of the contact grid, highlighted in the orange box. Click on More to open a dropdown menu containing the expanded options.
  • To add the contacts to an existing static list, select Add Selected to List from the More dropdown menu. A dialog box with a dropdown menu containing all existing static lists will pop up, prompting you to choose the list to which the selected records will be added.
  • If you wish to create a new static list from the selected contacts: click New List From Selection from the More options menu. A dialog box will pop up, prompting you to enter a name for the new list, highlighted in purple.


This All Contact Grid View also has some options available for viewing and sorting contacts. Each column within this layout has either a search box or a dropdown menu. By clicking on the white space below each column’s header, you can search by typing text in the box, selecting a item from the drop-down menu, or selecting a date. With text search fields, simply enter some data in them to display the matching results (e.g. the Account field, shown in green). The date-based columns also have white boxes along the top but clicking within them will bring up a calendar from which you can select dates (e.g. the Last Activity field, shown in red). The fields with values from a list will bring up a dropdown menu with the possible values for that field (e.g. the Lead Status field, shown in blue). Highlighted in yellow along the title bar is the Comumns button. This checklist allows you to select what fields you want displayed within the Grid View.

There are three Grid View option buttons located at the top of the grid.

  • The first button allows you to Clear Filters. This will remove any of the filter settings you have inputted into the data fields along the top bar.
  • The second button is the Columns button. This allows you to add or remove columns from your contact list grid view.
  • The third of these buttons is the Auto-Resize Columns function. This will change the width of the columns of the grid view to an automatically determined appropriate size, based on the length of the data in the field as well as the size of your browser window.
buttons


  • To view existing contact lists click Lists in the left column menu, highlighted in red.
  • A catalog of all contact lists is displayed. An overview of list information appears as well, displaying list name, list type (i.e. static or dynamic), list creator, and number of list members.
  • To create a new dynamic list click either Create Lists in the same left column menu, or “new list” near the bottom of the page, both highlighted in blue.

Creating a dynamic list involves setting criteria for membership in your list. X2CRM will use these parameters to automatically filter out the contacts that don’t meet the criteria and populate the list with those that do. You can set the logic type to “AND,” which requires that all parameters be met in order for the contact to be included in the list, or “OR,” which only requires that at least one parameter be met.
  • The minimum amount of filter parameters is one. To add more, click the blue [Add] button below the list of current attributes, highlighted in the red circle.
  • Set the parameters. The attribute drop down menu shows a list of all types of information that you can discriminate by. Select one.
  • Next, choose the comparison you want X2CRM to use to evaluate the attribute. The comparisons available will change based on the attribute type you’ve selected.
  • The attribute highlighted in the green box is “state”. The comparison selected is “does not contain”. The values are state abbreviations separated by commas. This means that X2CRM will evaluate the addresses of each contact, and if the state listed is Arizona, Nevada, or Oregon, it will not include that contact in the list.
  • The attribute highlighted in the blue box is “assigned to”. The value brings up a list of your X2CRM users. To select multiple users hold down the control key as you click.


Importing and Exporting Contacts

  • Use the Export to CSV option to save the contact list as an exportable .csv file. Use the option to submit a .csv file and extract a contact list.
  • To Import Contacts using a .csv template, first fill in a CSV file where the first row contains the column headers for your records (e.g. first_name, last_name, title etc). Please have a look at our wiki page on importing contacts to see technical specifics about importing from .csv format.
  • The application will attempt to automatically map your column headers to our fields in the database. If a match is not found, you will be given the option to choose one of our fields to map to, ignore the field, or create a new field within your X2CRM system.
  • If you decide to map the “Create Date”, “Last Updated”, or any other explicit date field, be sure that you have a valid date format entered so that the software can convert to a UNIX Timestamp (if it is already a UNIX Timestamp even better). Visibility should be either “1” for Public or “0” for Private (it will default to 1 if not provided).



Create Contact

  • For a video on creating contacts, click here.
  • Select Create Contact in the left column menu, highlighted in a red box.
  • Enter basic contact data, such as name, phone number, email, etc. Also enter sales and marketing info, such as lead source, deal value and status, etc. You can also submit the Contact’s username for social media sites including Facebook, Twitter, Google+, Skype, and LinkedIn. These fields will create direct links to those sites.
  • You may also associate the lead with an Account. Start typing a name in the Account field and a list of potential existing accounts will pop up. If the Account you want exists simply choose that from the list. If no Account exists, click the “+” at the right of the Account box and a form will pop up to allow you to enter the information for a new Account.
  • Assign the contact to a member of your sales staff, or to sales groups. Indicate whether this contact is a public or private contact. Finally, finish by clicking the green “create” button.
  • The Quick Contact widget, highlighted in the blue box on the right side column, can be utilized to easily create simple new contact entries with their basic information of name, phone number, and email address, from any screen in X2CRM.
  • In addition, you may use the Quick Create option from the left hand side menu to simultaneously create a contact, account, and opportunity, all from the same screen.


Contact Processes

  • Click to learn more about Workflow Process
  • The sales funnel diagram illustrates the contact’s current stage within a process, highlighted in the purple box. The ultimate goal in sales funnel management is to turn a “lead” into a “customer.” However, process stages are highly customizable and can easily be personalized with different stages.
  • To indicate that a contact has progressed to the next stage of the process, click the check mark within the current stage. A dialog box may prompt you for notes on the completion of the process stage.
  • When a stage is completed, the next stage is automatically initiated. This continues until the final process stage has been reached.
  • Click the [Details] option to view and edit stage information. You can backdate creation and completion dates from this window as well.
  • Complete each stage as your relationship with the contact grows.


Contact Map

  • The Contact Map is a chart of the geographical distribution of your customers.
  • X2CRM integrates its data with Google Earth to generate a heat map of your customers’ locations.
  • Maps are also filterable. Limit the data to those contacts assigned to a specific sales rep or sales team. Drag and drop tags into the tag field to filter out the results that do not match the tag.
  • You may also save a map for future reference. Data for the map settings, filter parameters, and even zoom level are saved. Because what is saved are only the map parameters, data within the map is autoupdating. This map is called “deals east of the Mississippi”.
contacts - 06.02


Accounts

Here you can find a list of client accounts and view their fiscal records with your company. Accounts are generally companies or organizations whose associates are your contacts. These records are easily created with a minimum of required fields.

Account List Grid View

  • View a list of All Accounts, sortable by various metrics. Filter out some results with the column selector, highlighted in green within the red circle.
  • Use the clear filters option, the center button in the red circle, to stop sorting by a specific column and return to a default filter setting.
  • For a more detailed explination of grid view filters, jump to the Contact Grid View section.
  • Click an account to view its details.


Account Detail View

  • The account detail overview screen displays information about an account, including contact info, amount of sales, process stages, relationships, and much more.
  • Use the options menu on the left hand column, highlighted in the green box, to manage account information. Select Edit Account to update data. Share Account drafts an email containing the account information which you can then send to a colleague.
  • Delete Account does what you might expect. Please note that this cannot be undone!
  • Easily Attach a File or Photo to the account profile. Select your media, add a description of that media, then save.
  • Relationships are highlighted in red.  These include contacts, leads, opportunities, service cases, and other things that are related to the Account.  The blue highlight shows where you would create a new relationship for the Account.


Account Reports

  • Accounts can be summarized and collected, much like a dynamic list. Find accounts which match specific attribute criteria. Select the date range, shown in the red box, to filter accounts based on date of creation or last activity. Select Advanced Filters and [Add] to add attribute filters. Once you have your filters in place, Generate Report to display matching records, shown in the light blue box.
  • Once you have your generated list, you may then Create a Campaign. This will allow you to email contacts related to the accounts in that list. You can choose to only email contacts which are set as the primary contact of an account, or all related contacts of each account.
  • You may also export the list to a .csv file, using the Export Data button, shown in green. Once created, you may download this file, shown in purple, near the bottom of the page.


Create an Account

  • Enter the new account’s information, the organization’s name, type of company, phone number, description, address, and other such pertinent information.
  • Option to assign the account to a colleague by selecting their name from with the ‘assign to’ list. To select multiple representatives, hold down the control key as you click.
  • Once finished, click the create button to complete the process.



Leads


The Lead module in X2CRM is designed to allow users to track leads separate from the Contact record but still related to Contacts and Accounts. 
 
An individual Contact may have multiple Leads. A single Account may have multiple Contacts which have Leads associated with them. A Lead can be created as a stand alone Lead or a Contact may be created and a Lead associated with the Contact. If you start with just  a stand alone Lead there is an option to Create a Contact from the Lead and all the data within the Lead record will be transferred to the Contact record and the Lead record will be deleted. If you have an existing Contact which is now a new Lead you can create this Lead by Creating a New Relationship within the Contact record.

Lead List Grid View

  • View a list of All Leads, sortable by various metrics. Filter out some results with the column selector.
  • Use the clear filters option to stop sorting by a specific column and return to a default filter setting.
  • Click a lead to view its details.
  • To Create a new Lead click the Create Lead button shown in blue.
  • For a more detailed explination of grid view filters, jump to the Contact Grid View section.

Create a Lead

  • Enter the new lead’s information. At a minimum, enter First Name and Last Name, but it is a good idea to include phone number and email address too.
  •  You have the option to add additional information such as Lead Status, Lead source, Description, and some other fields. The lead may be assigned to a colleague by selecting their name from the ‘assign to’ list. To select multiple representatives, hold down the control key as you click. You may also associate the lead with an Account. Start typing a name in the Account field and a list of potential existing accounts will pop up. If the Account you want exists simply choose that from the list. If no Account exists, click the “+” at the right of the Account box and a form will pop up to allow you to enter the information for a new Account.
  • If you associate the Lead to an Account you will see this relationship within the Relationship section of both the Account and the Lead.  This allows you to move easily between the Lead and Account by clicking on the name within Relationships.  The same holds true if the Lead is associated with a Contact.
  • Once finished, click the create button to complete the process.


Lead Conversion

Convert to Opportunity
  • At some point you may determine that the Lead has become an Opportunity. For example, maybe the Lead may have worked through the stages you set up via the Process Workflow, highlighted in green, and it is now deemed an Opportunity.
  • You have the option to create an Opportunity directly from the Lead.  Click on Convert to Opportunity action, highlighted in red, and all the information within the Lead will be transferred to a new Opportunity record and the system will delete the existing Lead record.
  • The sales rep will now work this as an Opportunity and the Opportunity can be related to an existing Contact and/or an Account via the Relationship section highlighted in blue. You may relate the Opportunity to a specific Contact and once you do that you may want to change the name of the Opportunity because a Contact or Account may have multiple Opportunities associated with it.
    • Click to go to the Opportunity section.

Convert to Contact

  • At some point you may determine that the Lead has progressed such that it should now be a Contact.
  • You have the option to create a Contact directly from the Lead. Click on Convert to Contact as highlighted in red and all the information within the Lead will be transferred to a the Contact record and the system will delete the existing Lead record.
  • The sales rep will now work this as a Contact.


As an alternative, X2CRM allows you the flexibility to handle Leads, Opportunities, and Contacts all within the Contact Module.  The benefit of this approach is that all the information is in one place.  The user does not have to bounce between different records to see all the information on a Lead, Opportunity, and Contact.  This minimizes the data entry for any given deal and displays the data all in one place.  Below is an example of how this works.
Contact as Lead
  • First, you will need to create a custom drop-down field, Record Type, highlighted in red. Jump to X2Studio Manage Fields for a more detailed explination on how to do this:
    1. Create a new drop-down menu, which includes Lead, Contact, and Opportunity as choices. This allows you to filter on this field.
    2. Create a custom field called “Record Type” and select your new drop-down menu as the field type.
    3. Update the Contact form to include your newly created field.
  • Choose the Record Type that you want such as Lead. It will now be able to be grouped with all the other Contact records as Leads.
  • You may choose whatever Process that will reflect on how the record is being used.
  • Enter data into the fields that reflect the Lead such as Lead Source, Lead Type, Lead Status, etc. You may add as many additional fields as you desire.
  • If the Lead moves out of Lead status, change the Record Type to reflect the new status.

Contact as Opportunity

  • If the Lead has become an Opportunity you may choose to work this within the same Contact record.  Simply change the Record Type to Opportunity and add any additional data into the record.
  • Highlighted in blue, is a section we created to hold Opportunity data.  If you wish to do this, simply add the fields you want via Manage Fields, and change the form via the Form Editor. You can modify this form to have it look however you desire.



Opportunities


Opportunities are sales leads that have have met the company’s criteria that they are legitimate sales opportunities. An Opportunity typically is associated with an Account but it also could be associated with a Contact. You can search through Opportunities based on matching criteria just like the other Modules.

Opportunities List View

This page highlights the sales leads that have established themselves as legitimate opportunities. The opportunities page contains a list of those accounts and some options for updating them.
  • The Grid List view lists a broad but detailed overview of your sales team’s opportunities. Add sortable columns via the box highlighted in green. Filters can also be set from the button highlighted in orange.
  • For a detailed explanation of sorting the Grid View, jump to the Contact Grid View section of the Reference Guide.
  • The cyan box is highlighting the Probability column. This value is set by your sales team and denotes the likelihood of converting the opportunity into a sale and closing the deal.


Opportunity Detail View

  • The opportunity detail overview screen displays information about a sales opportunity, including contact info, creation and expected close dates, quote amount, relationships, and much more.
  • Use the options menu on the left hand column, highlighted in the red box, to manage opportunity information. You can preform a wide variety of tasks, such as edit opportunity to update data, share opportunity to send the opportunity information to a colleague, attach a file or photo to the opportunity profile, view/update/create a quote/invoice, import an opportunity, export an opportunity,
    and print the record.
  • View the Process Stages and any other action taken with the opportunity conveniently right on the details page, highlighted in the green box. The previously completed action (in this opportunity it’s a completed process stage) are listed sequentially below that, detailing which actions have been completed, when those stages were completed, and who completed them.


Create Opportunity and Quick Create

  • The Create opportunity ac allows you to initiate a new sales opportunity within your CRM system. The creation of a new sales opportunity typically entails a preexisting contact, as well as a preexisting sales account for that contact. If however, you would like to establish an entirely new entity all at once, this can be done with the Quick Create option.
  • The Quick Create option contains the create opportunity module in its entirety as it exists in isolation (highlighted in green). In addition to that, it also contains the create contact module (highlighted in orange) as well as the create account module (highlighted in blue) – all on one page. This is the fastest, easiest way to introduce a completely new sales opportunity in your CRM system. In one go you can enter the information for an entirely new contact as well as enter the information for that new contact’s sales account and that new contact’s business opportunity.




Marketing

The marketing module in X2CRM is a powerful set of tools for both outbound and inbound marketing, disseminating sales offers, and automating responses to leads. Click here for an additional overview of the X2CRM marketing module.

Campaigns

  • The list view displays a catalog of All Campaigns. This is an overview of the current and past marketing promotions you’ve constructed in X2CRM. Click an existing campaign to View information about it, including name, description, and campaign status (i.e. whether it is active, complete, public visibility, and its assigned users). Update or Delete existing campaigns by selecting the appropriate actions from the left-hand column.
  • The campaign type is also displayed. If, for example, you are running an email campaign, the message template will be shown as well as the contact addressee list.
  • Create a campaign invites you to enter all this information for a new campaign. You can find a video tutorial on creating marketing campaigns here.
  • Click the add button within the image gallery, highlighted in the red box, to add an image to the campaign page. These images are viewable by your X2CRM users.
  • The associated actions history appears in a moveable widget, highlighted in the green box. You can create new events as well by logging a call, initiating a new action, or adding a new comment to the detail page.
  • You can view a number of campaign metrics, outlined in blue, directly on the campaign detail page. Review metrics such as opened email rate, clicked links rate, and unsubscribed rate – both numerically and with visual graphs. All recipients of the campaign are listed in a spreadsheet at the bottom of the screen, along with any actions each individual has taken.
  • The Contact Lists option will take you to the contacts module.


Newsletters

  • A newsletter is a type of campaign, but it is mainly a type of list. Selecting newsletters from the left column menu brings you to an overview of all newsletter recipient lists.
  • To create a new newsletter list, use the form highlighted in the blue box near the top of the page. Enter a name for the list and a brief description of it. Assign an owner and set its public visibility. When you initially create the newsletter recipient list it will be empty. You can use preexisting Contact Lists to populate a newsletter list.

  • When you click on a newsletter list name, the screen to the right comes up.
  • This web form is a signup sheet. People who add their email addresses in the form will automatically be added to the list of recipients for that newsletter. This list of people is editable and updatable.
  • Just like X2CRM’s web lead forms, the newsletter’s web form embed code is automatically generated. Copy and paste that code into your website to include the email signup form on any of your webpages.
  • You may edit the form’s appearance to integrate it with the theme of your site. Options to change text and background colors, font, and borders are all available.
  • When the list begins to populate, the recipient list, highlighted in the blue box near the top of the page, will display a list of everyone who will receive the newsletter. Additionally, it will show those who were signed up for the newsletter but who have subsequently unsubscribed.
  • To create the content of your next newsletter click the “email entire list” button, highlighted in the red box near the top of the page.

  • When you click “email entire list” and thereby create a new instance of a newsletter, you are taken to the create a campaign screen. You must enter a name for the specific newsletter and you may enter a description. The email contact list, highlighted in the blue box, defaults to the newsletter contact list that you have created and that people have signed up for. However, you can also select an alternate contact list by typing its name into the data form. See the contact list section for more information on lists.
  • Create the email template that will be sent out to the contact list. You can include dynamic variables like {lastName} or {phone} which will be automatically replaced with the appropriate value based on the contact’s information.
  • Click the green create button to finalize the template. After you’ve created the newsletter you can include attachments and images. Then you can launch the campaign and witness real time who has received it, opened it, and/or unsubscribed.


Web Lead Form

  • X2CRM allows you to easily create a Web Lead Form, giving you customized online questionnaires and information sheets for your customers to fill out on your website. You can find a video tutorial guide on how to create a Web Lead Form here.
  • The red box highlights the visual modification system to customize the form. Simply drag and drop field items from the field list to the form column. You can sort and rearrange the form options with simple mouse dragging. Set whether the field is required and specify its placement in the form. Preview the form and visually make sure its up to your standards.
  • The appearance settings, highlighted in green, provides you the visual customizations necessary to integrate a streamlined web form into the theme of your site, such as CSS, HTML, and header & footer code.
  • You can also automatically add tags that will become associated with all the leads created via the web form.
  • Shown in the blue box, you may also quickly name and save the form template for further future customization and usage within different contexts. For example, you can use a form template for web leads, service cases, or newsletters. You can use the template as is or further customize it.
  • When a web lead comes in, you can automatically send them an email response thanking them for their interest and offering them a follow up. Additionally, when a web lead comes in, your sales team will want to know about it. You can choose whether the sales rep that web leads are assigned to will receive an email or not. Highlighted in the orange box, you can select from the drop down email template menus.
  • Finally, grab the embed code, shown in the purple box, to copy and paste it into your website.


Web Tracker

  • The web tracker allows you to keep track of contacts on your site. An announcement will be made within your X2CRM activity feed whenever a contact visits your page.
  • Set the parameters, highlighted in green, to enable or disable the tracker, and to set the cooldown period – i.e. how long after the first visit to disregard further clicks on your site.
  • Take the HTML code, highlighted in red, and paste it into the body section of your website’s pages.
  • You can find a video tutorial on setting up web trackers here, in our video tutorial library.

Anonymous Contacts & X2Identity Fingerprints

  • X2Identity uses browser fingerprinting as an alternative method to the traditional web tracker. Browser fingerprinting is not reliant on cookies and instead identifies a contact based on certain browser attributes that make them unique. If browser fingerprinting is enabled, the tracker will attempt to identify a contact based on their browser settings.
  • You can set the threshold for the minimum number of attributes that must be equal in order to constitute a partial match, highlighted in the blue box in the previous image. It is recommended to keep higher values to prevent false positives. You can also tune the maximum number of anonymous contacts and actions associated with them in order to limit flooding to the database. The fingerprint tracker will obey the same cooldown period as the web tracker.
  • Anonymous contacts are created upon submission of the newsletter form, or when a user who has not yet been associated with a fingerprint visits a page embedded with the web tracker. Once these anonymous contacts submit the web lead form, their lead score and activity history will be migrated over to an ordinary contact record.


Landing Pages

  • The Landing Page Designer allows you to easily create landing pages for your web marketing campaigns. Simply drag and drop different elements, such as images, headers, and web lead forms, onto the grid to design the page to make it look however you would like.
  • By creating landing pages within X2CRM, you’ll be able to fully utilize all of X2CRM’s tracking capability and analytics directly within your page.




X2WorkFlow

X2Flow is a powerful, highly customizable marketing automation module which allows marketers to build preprogrammed marketing campaigns based on customer behaviors.

X2Flow is a powerful and intuitive tool, hefty enough to deserve its own reference guide. Check out the X2Flow in-depth documentation page:
X2Flow In-Depth Doc

Alternatively, for a broader overview, check out the X2Flow feature spotlight:
X2Flow Feature Spotlight




Process


Process workflows breakdown business processes into successive stages. Use the Process workflow to manage and keep track of your sales, marketing,
and even internal business processes. Easily develop custom sales and funnel processes to incorporate your unique methodoligies into X2CRM.

List View – All Processes

  • See an overview of All Processes. Processes are grouped by categories. For example, processes can be used as a measure of the status of a sales relationship with a client. They can also be used however to document the progress of a new employee, from ‘resume received’ to ‘schedule training’. Processes are highly customizable and can therefore be used in a number of different contexts involving staged progression.

Create Process

  • Create a new process. Enter a name. Enter the process stages. 1 is the minimum amount. To create additional stages click the blue [Add] link near the bottom of the workflow window, highlighted in the red box.
  • For each process stage, enter the information fields for name, prerequisite stages, role assignments, and whether comments are available.
  • Click on the X icon in the top right corner of each process stage to delete it. Additionally, stages can be reordered via drag and drop.
  • Decide whether to set this process as default for which modules by clicking the box near the top of the page, highlighted in green. Also decide if Financial Data is to be shown, choose the module to be used and what Field. Once the process is completed, click the create button at the bottom.

Process Detail View

Process Funnel View

  • The process funnel diagram, highlighted in the blue circle, indicates the total number of people that are in each stage. Click on any stage to view a list of those people.
  • Set a custom date range or select a preexisting one from the drop down menu
  • Click on the options on the left hand column menu to manage processes. Edit or Delete Processes you are currently viewing.
  • Users will be using the process that administrators create to keep track of each contact and manage their sales workflow.
  • View the process associated with a contact on their page.

Process Pipeline View
  • The process pipeline view shows a visual forecast of all stages within your company.
  • Easily drag and drop contacts or deals to any stage within the process
  • Anyone from sales representatives to executives can see all business deals and easily make ad-hoc changes.

You can find a video about the Process Module in our video tutorial library, located here.


Service

Sometimes things need fixing. Service cases are the instances of support and assistance that you and your company might be involved in with your clients. Our built-in service module is the perfect platform for your teams to manage service cases to keep your existing customers satisfied.

Service Case List View

  • The initial service screen displays a listing of All Cases, active and inactive. You can quickly filter out the inactive cases from your screen by unchecking the “closed” options in the “filter by status” menu, highlighted in the blue box. These are fast criteria for you to sort out service cases.
  • You can add new columns via the columns button, highlighted in purple. Check off the columns you want to see and uncheck those you don’t. The columns are also sortable if you click on their title.
  • Quickly reset the filters to their original state with the clear filter button, highlighted in green.
  • The impact column, highlighted in orange, displays a description of the severity of the service case. The impact scale is a 1 – 4 scale with 1 being the most severe. Though, like most things in X2CRM, this is customizable and editable within the admin tab. You and your service team can use this system to prioritize cases.

Create Case

  • Initiate a new service claim with the Create Case option. The case basics, highlighted in red, include information about the service case, including the case contact. Start typing a contact’s name and auto suggestions will begin appearing. Alternatively if the claim is from a new contact, you can click the green plus next to the field to add a new contact.
  • Other information includes the origin of the claim (e.g. web, phone request, etc.), current status, severity, whether it is a subcase of a previous claim, and the service representative it is assigned to. The case details contain dropdown menus with basic case classifications, like whether it is hardware related, for instance.
  • Enter a subject and a description. Enter case updates, highlighted in blue, describing the next action phase of service. This is also updatable later on from the case detail view.

Create Service Web Forms

  • The Create Web Form module allows you to quickly and easily create a custom online service request form with no coding required.
  • The settings, highlighted in green, allow you the visual customization necessary to integrate a streamlined web form into the theme of your site. Automatically add tags that will become associated with all the cases created via the web form.
  • Customize the form. The red box in the middle of the page highlights the visual modification system. Drag and drop field items from the field menu. You can sort and rearrange the form options with simple mouse dragging. Set whether the field is required and its placement in the form. Preview the form and make sure its up to your standards.
  • Shown in the blue box, you may also quickly name and save the form template for further future customization and usage within different contexts.
  • Finally, grab the embed code, shown in the purple box, to copy and past it into your website.

You can find a video on the Service Module in our video tutorial library, located here.


Actions

Users can conveniently view their own tasks, activities, and to do lists, as well as those made public by their colleagues.

Action List View

  • You can opt to display a broader overview-type list of event titles, assignments, and their dates within the ‘list view,’ or to display more detailed information within the ‘grid view‘. Choose your view type from the button menu along the top of the action list, highlighted in a green box in either case.
  • Users can opt to view Today’s Actions, All My Actions, or Everyone’s Actions, by selecting a view option from the left column menu, highlighted in blue.
  • Filter the list to view ‘incomplete‘, ‘complete‘, or ‘all‘ actions by selecting the filter from the drop down menu highlighted in purple.
  • Clicking on a specific action will lead to a page detailing task description, priority level, status, due date, contact info, and other such pertinent data. If you are viewing a completed action, you may also uncomplete it by clicking the uncomplete button near the bottom of the detail view.
  • A fast and simple overview of actions can be seen in the ‘my actions’ widget, located in the right hand column of each module, highlighted in the red box.

Overdue and Incomplete Actions

  • When a task is overdue, it automatically will be categorized under ‘today’s action’. When a task is incomplete or its deadline has not yet approached, it will remain in either ‘today’s actions’ or ‘all my actions’.
  • To complete a task click ‘complete,’ highlighted in the blue box, and it will be recategorized to reflect its new status. Alternatively, click ‘complete + new action,’ highlighted in orange, to immediately create another new task at the time of task completion.
  • Additional comments can be added in completion notes.

Create Action

  • From this screen you can schedule new tasks. Enter an action name and a detailed description, set the due date, create a department association type, assign the task to an associate and set its priority. Make the directive public or private.
  • Set a reminder for the action. Set the time of the alert and indicate who should receive it. This is highlighted in green.
  • Also available is the option to backdate the creation of the event, in cases where the date the event was assigned happens to not be the date the event was created within X2CRM. This is highlighted in the blue box.

Actions within Record Pages

  • From this screen you can schedule new tasks. Enter an action name and a detailed description, set the due date, create a department association type, assign the task to an associate and set its priority. Make the directive public or private.
  • Set a reminder for the action. Set the time of the alert and indicate who should receive it. This is highlighted in green.
  • Also available is the option to backdate the creation of the event, in cases where the date the event was assigned happens to not be the date the event was created within X2CRM. This is highlighted in the blue box.



Calendar

Calendar provides a simple overview of actions and events that you or members of your team have created. Easily see all of your company’s upcoming events,
meetings, or important dates on a single calendar.

View Calendar and Create Events

  • Access the Calendar module from the top menu bar in X2CRM.
  • Choose to view monthly, weekly, or daily calendar, highlighted in yellow in the top right corner.
  • On the left hand column, highlighted in orange, check the boxes of those users whose calendars you would like to receive event notifications from. Check multiple boxes to view multiple users’ calendar Actions/Events.
  • When creating an event in the calendar module, you have full control over all of the details for the event, highlighted in red at the bottom of the screen. You can set your calendar events to public or private. Colleagues will only be able to see public events. Set the public visibility of an event by clicking on it, or at the point of creating new actions and events in the New Event Publisher. Additionally, customize the event’s date, priority, who it is assigned to, and more.
  • In addition to setting general public visibility for your events, you can also use the My Calendar Permissions option to explicitly stipulate which individuals can and cannot view your calendar. You can also allow specific users to edit your calendar events if you wish. If you’re an administrator, you can do this for all users, via User Calendar Permissions.

Manage Calendar

  • Click any date and an action creator dialog box will pop up, allowing you to quickly add a new event.
  • Once an Action/Event is created, it will be displayed in the calendar. To change the date or details of the event, click on it and the action overview dialog box will pop up once again, highlighted in green. Alternatively, you can simply drag and drop the content to to the desired new date to automcatically update its information.



Docs

Create and share email templates, standardize quotes, upload preexisting or manifest new documents in a rich text editor. Our Docs module acts as a document repository for all of your important business documents so all of your employees can access a centralized information library.

List Docs

  • This screen contains a list of the current documents both created within X2CRM as well as those uploaded to X2CRM. The list view displays the document name, the creator of the document, the date it was last updated, and other pertinent information.
  • To upload a new doc, click Upload File and navigate your file folders to select the document you’d like to upload. Most every file type is permissible (other than executables). Then click submit. This option is highlighted in the green box near the bottom of the page.
  • From the left column menu you can elect to Create a new Doc, Email Template, or Sales Quote. This is highlighted in the red box.
  • To Import Docs choose this option and follow the instructions. These docs must be csv files.
  • If you wish to export a doc or simply print a doc, first open the Doc and then choose Export Doc option. This will provide you with instructions: Right click to download the doc; Left click to get to printer friendly mode.

Create a New Doc

  • Users are able to edit text font size, set alignment, insert links, and modify other such formatting and aesthetic options within the rich text editor.
  • Set the visibility for the document: public or private
  • Once ready, click create to complete the creation of your document, highlighted in the red circle.


Create an Email Template

  • Select the Create Email option from the left hand column menu, highlighted in red.
  • Enter the name of the particular template. Enter the email subject to be sent to the contact list.
  • Users are able to edit text font size, set alignment, insert links, and modify other such formatting and aesthetic options within the rich text editor.
  • Options to create links or images in the doc are also located in the text editor menu bar.
  • Dynamic variables are available for use, such as {firstName}, {lastName}, or {phone}. If these variables are inserted in the email template, they will automatically be filled in based on the addressee’s contact information.
  • Once you’ve completed your template, click create – highlighted in the green circle.
  • Create Quote brings up a similar screen as Create Email. Consequently the creation process is also similar.

You can find a video on the Docs Module in our video tutorial library, located here.

Our Quick Configuration Guide walks you through creating templates for email and documents, as well as how to upload documents and media into X2CRM.


Topics

Topics provides an internal place to create forums for discussions. It’s the perfect platform for users to chat and answer internal questions.

Topic Lists

  • The main screen of the Topics module contains a list of the current Topics available for comment. The list view displays the Topic name, the creator of the Topic, the date it was created, and how many replies it has had.

Topic Creation and Commenting

  • To create a new topic, click the “Create Topic” action from the left-hand action menu or from the dropdown hover menu. The name of the topic refers to what will be displayed in the list view of the Topics module. Any text filled in the body of the text editor will be displayed as the first post of the topic. Any files or media you upload during creation will be attached.
  • To comment on a topic post, simply scroll to the bottom of the thread to find the text editor. Fill out your comments and click “Post”. Your text will appear as the most recent comment in the topic.


Activity Feed

The Activity Feed is an intracompany timeline that’s displayed on the Dashboard as soon as you log in and displayed in the far-right column when you access another module. The Activity Feed acts as a hub for all the activities your users or workflows have completed. It’s composed of notifications, social posts, or location check-ins.

The Activity Feed is a very versatile and powerful communication platform within X2CRM. Aside from the notifications that broadcast within the Activity Feed, it can also act as an social hub for your business. Users can chat to each other through both public and private messages, location check-ins, and social posts. Important business announcements can also be pinned to the top of the activity feed, so that they area always visible to users.

Activity Feed – Dashboard

  • The Activity Feed is visible as soon as you log in on the Dashboard, highlighted in blue. As with all the widgets in the Dashboard it may be moved anywhere within the middle two columns by simply dragging and dropping where you want it.
  • Filters for the Activity Feed are highlighted in green. You may choose which users may see it and what activities should be displayed. Filters enable users to quickly find and see the post types that are most relevant to them.
  • Many workflows have the option to automatically post updates or completion to your workflow automations on the activity feed.

Activity Feed – Widget

  • The Activity Feed is available as a widget in the right column, where it resides when viewing modules other than the Dashboard. This is highlighted in red.
  • With the Activity Feed widget, you’ll always be able to keep track of important conversations or notification within your business, even if you’re away from the dashboard.

Activity Module

  • The activity feed is also visible within its own module, named “Activity”.
  • Within the Activity module, you can see a full screen view of all the same activity notifications that would normally appear within the Dashboard
  • Like the Dashboard, the Activity module has a full set of filters that helps users navigate the activity feed to show only specific updates meeting specific criteria. The filters, highlighted in green, are triggered by clicking on the funnel icon, highlighted in red.
  • You can set the view to be Public or Private. You can choose which users can view the feed. You can choose which options to show and what social subtypes to display. All of these options are chosen via the drop down menus next to each setting. Once selected click on Apply Filters to activate. Unselect All will set all filters to off.
  • Create Report allows you to create a report based on the filters you have applied. You may give the report a name and choose a date range for the report. Thi will setup a report which will be emailed to you periodically.



Reports

The reports module allows you to easily sort and display data in X2CRM as a chart or specialized grid. X2CRM’s reporting and analytics capabilities enable you to monitor and react to marketing, sales and service performance, and ultimately make “closed-loop” changes which improve performance.

Introduction

Upon entering the reports module, there is a grid view displaying all the reports you have saved. To create a new report, click on one of the report types in the action menu on the left.
There are 3 types of reports in X2CRM that will organize your data differently:

  • Grid
  • Rows and Columns
  • Summation

While the creation form of different reports varies, they do share common functionality:

  • Primary Model: This is the model you will be searching through, such as Contacts or Accounts
  • Any Filters: Click and select a field to filter by. Records that pass any one of these filters will be included in the report
  • All Filters: Click and select a field to filter by. Records must pass all of these filters to be included in the report
  • Order: Click and select a field to order the results by.

Grid Report

The Grid Report organizes data by grouping it based on two fields of the model.

  • Column Field: The field you choose here will become the column headers of the report. Try to select a field with a limited amount of values (Such as a dropdown field).
  • Row Field: The field you choose here will become the row headers. It should be the field with more possible values than the column field (pagination will help you sort through all the values).
  • Cell Data: This is what each cell of the grid will display. ‘Count’ will simply display how many records match the column and row value for that cell. If an aggregate value is selected such as ‘Deal Value,’ It will either sum, average or find the max/min of those values.

Example
Lets say that we want to create a report showing the total deal value in different states. More, lets say we only are concerned with the contacts in three states, CA, NV, and AZ. Once we have that, we want see how much of the deal value is assigned to different users.

  1. Select ‘Contacts’ for Primary Model Type
  2. Select ‘State’ for Row Field
  3. Select ‘Assigned’ To for Column Field
  4. Select ‘Sum’ for Cell Data Type
  5. Select ‘Deal Value’ for Cell Data Field
  6. Click on the “any filters” box – we want all records that match any of these states, not records that pass all of them. Add conditions that limits the state of records to CA, NV, AZ
  7. Click Generate

The resulting grid is showing us how much deal value is in each state. See how to chart this data here: charting example


Rows and Columns Report

The Rows and Column Report will let the user generate a list of records, based on criteria. It is essentially a glorified grid view.

  • Columns: The fields chosen here will appear as the various columns of the report, in the order you choose. It contains all of the fields of the record as well as all of the fields of related records.

Example
Lets say that we want to create a report to show incoming contacts.

  1. Select ‘Contacts’ for Primary Model Type
  2. Add a condition ‘Deal value Greater than 5000’
  3. Add columns: Create Date, Name, Lead Source, Deal Value, Phone, Account, etc.
  4. Click the Order by box and select order by ‘Create Date descending’
  5. Click Generate

The resulting grid shows a list of new contacts and all their info. This report is particularly useful to chart to monitor activity: charting example.


Summation Report

The Summation Report will let you group data, and generate drilldown lists for those groups.

  • Groups: Select fields you want to group by. For example if you choose ‘State, Assigned To, Deal Status’ you will recieve rows covering all the different combinations of those three fields (only when that combination non-empty).
  • Aggregate Columns: Different aggregate forms of numeric fields of the model.
  • Drill Down: Summation reports let the user create inline reports showing the records in a group. These drill down reports are identical to a rows and columns report.

Example
Lets say that we want to create a report that will let us identify the largest sources of leads coming in.

  1. Select ‘Contacts’ for Primary Model Type
  2. Add ‘State,’ ‘City,’ ‘Lead Source’ to groups
  3. Add ‘Deal Value’ to aggregate values and select Sum
  4. Format the drill down records perhaps as ‘Name,’ ‘Assigned To,’ ‘Deal Value’
  5. Click Generate

The resulting grid is showing us how much deal value is in each City, sorted by lead source and location. Click on the plus icon on a row to display the drill down report. See how to chart this data here: charting example


You can find a video on reporting and charting in our Video Tutorial Library, located here.


Charts

Charts are an excellent way to visualize the data you have generated with a report. The visual, easy-to-read charts allow you to easily examine data from different perspectives and quickly spot trends, issues, and opportunities.

Introduction

All charts use a report as the provider of the data. Once you have saved a report, a charting dashboard will appear on the report page. All charts created from a report will show up on this dashboard. This dashboard is public to all users, but you can add clones of charts to your profile page or a personal charts only dashboard. To create a chart:

  • Click on ‘Create Chart’ to bring up the chart creator dialog
  • You will then be asked to select columns from the report grid
  • Click on one of the blue fields, then click on a report column
  • Once you have selected the fields you want, click submit and a chart will appear in the dashboard area
  • You can then futher alter the appearance of the chart by clicking on the gear icon.

Each report has different charts that work with that type of report.


Grid Chart Example

Lets create a chart using the report described in the grid report example.

  • Click on ‘Create Chart’ to bring up the chart creator dialog
  • There are no options to configure for this chart; click submit to create
  • Filter out specific groups by clicking on legend Items.
  • Further display options are in the config menu

Row and Column

The Rows and columns report has a very powerful Activity Chart. This chart acts as a histogram, sorting dates. It can show for example web site visits over time, or deal value coming in over time. Lets create a chart using the report in the rows and columns report example.

  • Click on ‘Create Chart’ to bring up the chart creator dialog
  • Click on the field for ‘Dates’ and click on the ‘Create Date’ column
  • Click on the field for ‘Groups’ and click on ‘Lead Source’ column
  • Click ‘submit’
  • You can further modify the chart by clicking on the gear icon. With the filter menu, you can select how the times are bucketed and filtered. Selecting ‘day’ ‘trailing’ ‘month,’ for example will make each data point represent a day, and will show all the data over the last 30 days.
  • By clicking on the gauge icon, you can view how the most recent point is compared to your average. The number on the right of the gauge is twice the average over the span of the chart. For example, the gauge will show ‘new contacts today compared to the last 30 days’, using the filter settings described in the last point.
  • Click on a point to drill down into it, displaying the records that comprise that point. If multiple points are stacked, multiple tabs will appear.

Summation Chart Example

The Summation report has two types of charts: Bar and Scatter plot. The bar chart will have categories on it’s X-axis and values on it’s Y-axis, whereas a scatter plot will have values on both axes. Lets create a bar chart from the summation report example.

  • Click ‘Create Chart’ to open the dialog.
  • Click on the field for ‘Names’ and click on the ‘State’ column
  • Click on the field for ‘Values’ and click on the ‘Deal Value’ column
  • Click on the field for ‘Groups’ and click on the ‘Lead Source’ column
  • Click ‘submit’
  • The resulting chart has the same configuration options as the grid report bar chart.
  • You can click on a data point or bar to display the drill down records for that point

You can find a video on reporting and charting in our Video Tutorial Library, located here.


Media

You may need to share and exchange files with your team members from time to time. Whether it is a photo of the latest version of your product or a visual update of the latest from an on location work site, media allows you to share information and files with your team. Photos are by no means the only media type you can upload. You can share documents, mp3s, and much more.

All Media

  • The All Media screen displays your file library. It contains information about the media including who uploaded the content, its associations, creation date, and more.
  • You can add further sortable information fields to the list by adding columns via the column button, highlighted in the green box.
  • Upload new content by clicking the upload option, highlighted in the red box found in the left hand column menu.
  • You can hover your mouse over the file name of the media file and it display a preview of the file if it’s an image. This is highlighted by the blue circle.

Upload

  • Select a file. The maximum file size is 8MB, which is typically more than enough for most photos and average sound files.
  • Most file types are permissible for upload but some are forbidden. These are mostly executable file types such as : exe, bat, dmg,js,jar, swf, php, cgi, hyaccess, py, and rb. The full list of forbidden extensions is also listed on the upload page in the green box.
  • Create associations for the media. Link an opportunity, contact, or account. You may also list the media as a background (which you can change in your settings). This option is highlighted in the red box.
  • Add a description of the media and set its permissions (i.e. public or private). If you mark it as private, only you can see it. Otherwise it is publicly viewable.

Media Detail View

  • When you create a new file or click on an existing file from the all media overview page, you arrive at the detail View page for that media.
  • You can Update information about or Delete the media you currently viewing by selecting those options, highlighted in green, from the left hand column menu.
  • You can view and add to the action history of the media from the widget highlighted in the red box. Log calls, create associated actions, or add comments. The actions appear in the area below that text area in the widget. This publisher act the same as any record’s publisher.
  • If you are the owner of the media you can update its privacy settings by ticking or unticking the privacy box, highlighted in the purple box.
  • To acquire the media, you can download the file with the download button, or you can add the media to your Google drive, also highlighted in the purple circle.
Google drive integration can be completed in the admin tab. Information about Google drive integration can be found in our X2CRM Wiki.

The Files Widget

  • When you upload media and specify “None” for the association type, it will appear on the Files Widget, highlighted in red to the right. This is a helpful and customizable little panel in the right hand column of your X2CRM window. This widget is populated with the uploaded media in X2CRM, organized by the uploading user.
  • The widget is even more helpful in the sense that it allows you to drag and drop media where appropriate. For example, if you are drafting a new marketing campaign and you want to include some photos, drag and drop them into the body of the email itself. From there you can resize and align the photo as you would in any email editor. For some browsers, you may need to double click the photo to edit it. You can also attach files by dragging them into the attachments box, highlighted in green.



Products

The Products module is the perfect way to record and manage your inventory of products or services. Record each product’s relevant information, such as price, inventory, and description. By populating the Products module with your products and services, you can use them from within the quotes module to indicate the cost of a deal.

Create Product

  • To Create a product, simply select create from the left hand column menu.
  • Enter product information, including name, type, cost per unit, inventory, status, and a product description
Please note, only Admins can create new products.

View Product

  • Once admins have created new products users are able to View the new products in detail but cannot Delete or Update i.e. edit them without the authorization of the admins.
  • Product List displays a list of all current products. Click a specific product to view its detail page.
  • Upload associated images to the product page from the new image gallery, highlighted in green. You can also attach other files (as well as the images) from the file widget highlighted in blue.
  • Users can use the publisher to log a call associated with the product, schedule a new action, or add a comment for viewers of the product detail page to see. This can be done from the action widget highlighted in red.
  • The new Action History chart displays a timeline of associated events. When you create a new product, this chart will be empty, to start with.



Quotes

With a populated Products module, users can easy create quotes for prospects and customers. Quotes and invoices can use custom templates to ensure all customer correspondences are consistent with your corporate branding. Add line items from your products module and make adjustments on the fly. The Quotes module ensures everyone has a unified view of the customer’s information.

Create Quote

  • Quotes and Invoice Lists display an index of current and past quotes and invoices.
  • Select Create from the left hand column menu, highlighted in orange, and fill in the appropriate fields.
  • Enter integers for “Probability” (ex. 70 = 70%).
  • Users can include preexisting products in their quotes. Select the product from the drop down menu under “line item”, highlighted in the teal circle.
  • Enter integers for “Adjustment” (Ex. -50= reduce $50, or 10%= increase 10% from original price). This is highlighted in the brown box.
  • Add a comment if you like. Then, finalize by clicking create.

Quote Detail View

  • Click on any quote to View its detail page. Select from the options in the left hand column menu, highlighted in the orange box, to View and manage (i.e. Update/Delete, Attach Media to) quotes. Additionally you can Email the quote to an associate or customer, by clicking on the email icon in the upper right corner.
  • Select Print Quote to get a printer friendly version of the product account totals.
  • Quotes are also displayed in the associated contact’s page. Click on the contact’s name (e.g. “Darla Whey” highlighted in the purple box) to directly link to the contact’s page.
  • The quote detail view contains information about the quote itself as well as the deal. Basic info displays quote name and ID. The Sales window contains the associated contact, the assigned sales rep, the customer’s account, and deal probability. Dates shown create and close dates, as well as the time of most recent activity.

Quotes via Contacts

  • If you’ve clicked on the associated contact’s name from within the quote page, you will see the quotes module. Additionally if you’re already on a contact’s page, you can select ‘quotes/invoices’ from the left hand column menu, highlighted in red.
  • The quotes module, highlighted here in green, contains options to create new quotes, highlighted in the blue box, or to manage existing quotes, highlighted in the orange box.



Groups

Your X2CRM users can be organized in groups. Groups are useful for a number of purposes. In some ways they operate like a type of list, allowing you to quickly assign a new sales lead to a group of sales reps for example. Groups is a classification system which makes it easier for your team to handle business.

Create Group

  • You may want numerous types of groups for your team members. For instance, you might want to be able to group your sales reps, customer service staff, or accountants. Or perhaps you want to create some heretofore undiscovered group type. Luckily creating a new group in X2CRM is quite easy. Simply enter a group name and populate the list with team members. You can click the + / – icons or simply drag and drop the appropriate users. You can also update this list later via the group detail view page.

Groups make it easy to assign specific tasks, calendar events, or even individual records to an entire team of people without having to manually assign them one-by-one.


Bug Reports

X2CRM has its own bug submission option where you can report X2CRM bugs to us should they arise (something we appreciate our users doing). The bug reports module on the other hand is for internal usage within your company. X2CRM offers the bug reports module as a base for you and your IT team to integrate it into your system should you need it.

Create Bug Report

  • Bug Report List displays a list of all bug reports.
  • The Create Bug Report option allows you to enter a information about a new bug into the system.
  • There are fields for bug status and type, code environment, severity, and bug description.
  • Set the visibility and whether it is a duplicate of a preexisting bug.



Administration Tools


Administrator Tools

The admin interface provides both administrators and developers alike with a wide range of tools, services, and documentation resources to manage and extend X2CRM. This module requires administrative level clearance in order to access it. The Admin module contains a considerable amount of utility; This guide is broken down into further sections. Click on one at the menu on the left and you will be directed to that section.

Below is an image of the Admin screen where you gain access to these tools.  Clicking on the Admin button on the Top Bar from any screen will take you to this page.  You will only see this button if you haves been granted Admin privileges for the system.

Admin Dashboard

  • Log Viewer provides access to the application logs.
  • Process List views a list of running processes on your server.
  • Disk Space displays how much disk space has been used.

Customer Support


  • X2CRM links you to our main website, X2CRM.com..
  • File a Support Case opens a web form where a user may enter all the information about a case and submit.  You may also call 1-831-900-5830 M – F, 9am – 5pm pacific time.
  • X2CRM Open Source Support  links you to our support forums, X2Community.com.

X2 Hub Services


  • Obtain X2 Hub License Key  explains how to obtain a license key for X2 Hub Services
  • Configure X2 Hub Integration allows you to cofigure X2 Hub Seervices.

Documentation & Videos


  • X2CRM User Reference Guide links you to this document.
  • X2 Workflow Reference  links to the reference guide specific to X2 Workflow. 
  • X2CRM Tutorial Videos  links you to our video tutorial library.
  • Developer Wiki links to X2CRM Technical Documentation.
  • Class Reference links to documentation generated via JavaDocs comments

User Management


Here you can Create, Invite, and Manage Users. These are the members of your company, e.g. your sales and marketing teams. Administrators have an overview of their users and the ability to oversee user accounts, including viewing a complete action history, updating contact information, and resetting passwords.

  • Create Users enables you to initialize a new user in the X2CRM system yourself.
    • Clicking the option brings up a new user information form. Enter the required fields of name, username, and password, as well as title, contact information and background info. Additionally, set their status as active or inactive.
    • All user information can be updated and altered after the user is created. However, usernames cannot be changed.
    • Assign the user to different groups and roles in the area highlighted by the blue box. Click the + / – icons or simply drag and drop the appropriate classes. You can assign any amount of groups and roles (which are editable in administration)
    • Click create to finalize the user.

  • Manage Users is an overview of all your X2CRM users and members.
    • Each of the blank white cells below each column heading are searchable. Enter text in these boxes and hit the return key to search. All matching records will be displayed.The grey boxes are not searchable.
    • If you click on an existing username you will be taken to the user detail view.
  • Invite User allows you to email an invitation to be added into the X2CRM user base, e.g. for new employees.

  • Edit User Permissions and Access Rules allows you a simplified view to change access rules for roles
    • Simply select the specific role you would like to edit permissions for from the drop-down menu.
    • You’ll have the option to make all users within this role an admin by checking the “Role as Admin?” option at the top.
    • On the far left column, you’ll see a list of all the modules within your X2CRM deployment. The columns to the right list different permissions you can choose to enforce for each module, such as create, update, or delete.
    • If you check the box in the header for a column (ie: View), you will automatically enable viewing permissions for every module. You can further drill down permission with the drop-down menus within the view, update, and delete columns. Selecting “All Records” will allow users in that role to access all records within X2CRM; selecting “Only Assigned” ensures they only have access to records they are assigned to.

  • Manage Roles allows you to create and supervise the types of roles you want to classify your staff as, e.g. sales reps, executives, or customer service agents.
    • Within the Manage Roles tool, you’ll be able to ad permissions on a field type level, so that you can specifically designate what each role has access to.
    • Simply drag-and-drop the users, view permissions fields, and the edit permissions fields from the right hand list to the left column.

  • Groups link takes you to the Groups tab of the the main X2CRM page. You can set which users of your X2CRM system fall into which role type and also create new groups and add users to those groups.

  • The View User Changelog utility allows you to see an overview of all changes made to the data within X2CRM.
    • Easily view a log of which records have been updated, deleted, or created.
    • The columns are all searchable. The blank white cells below each column heading, highlighted in blue, are text fields. Enter some text in the box and X2CRM will display a list of all records matching that field.
    • If the record is viewable, an option linking you to the record will appear in the first column, highlighted in orange.

  • User View History provides a log of the record pages your users have visited in X2CRM.
    • It displays pertinent information like the activity’s timestamp, the record type, a link to the record page, and who was active on that page.
    • The column titles, highlighted in the pink box, are all sortable. Click on the grey column title to filter and sort by that criteria.
    • Use the Clear View History button, to erase the record of user activity.
    • Individual activity instances are not deletable. It’s all or nothing.

  • User Location History see a history of where users have been.
  • Manage Sessions allows you to see which users are actively on your CRM system at the time. You can toggle whether they will be visible to other users on your X2CRM, or if for some reason you need to end their session, you can do that here.
  • User Login History manage X2CRM user account history, including failed and successful logins.
  • Manage User Count manage X2CRM user count.  This sets the number of users that may be created.

User Interface Settings


  • Change the Application Name changes the name of the application as displayed on the page titles, such as the login screen.
  • Set a Default Theme sets a default theme which will automatically be set for all new users. This is an easy way to enforce corporate branding remains consistent across all user accounts.

  • Manage Action Publisher enable of disable tabs in the action publisher.
  • Customize the available action within the publisher so your users have access to only the most relevant functions within a record.

  • Manage Menu Items re-order, add, or remove top bar links.
    • This option allows you to remove and rearrange menu items along the ubiquitous top bar menu in X2CRM, highlighted by a yellow box.
    • Drag and drop to rearrange the order of the menu items in the menu highlighted by the orange box. To remove a menu item drag it to the menu highlighted by the green box on the right. Inversely, drag a removed menu item from the green box to the orange in order to add it back to your top menu.
    • Alternatively you can use the + / – icons on the right hand side of each item.

  • Upload Your Logo upload your own logo for the top menu bar and login screen.
    • You may upload a personalized company logo if you so desire. Browse your file folders and select an image. It will be set to 30 pixels tall. After upload, it will appear in the top left corner.  You may also set the logo on your login screen.
    • The Restore Default Logo buttons will return the logos to the X2CRM logo

  • Add Top Bar Link add a link to the top bar
  • Edit Global CSS edit globally-applied stylesheet
  • Mobile App Form Editor edit form layouts for X2Touch

Web Lead Capture and Routing



  • The Set Lead Distribution option allows you to manage the lead filtering system.
    • Select a lead distribution method from the drop down menu highlighted in the green box. The Online Only setting allows you to specify whether a user needs to currently be online or not in order to be sent a lead.
    • There are multiple models for distributing new leads. Descriptions for these models are found in the area highlighted by the orange box.
    • Free for all assigns the lead to ‘anyone’, meaning any member of your sales team can claim the lead. Round Robin cycles through a list of your sales staff until everyone has at least one lead. Then it cycles through the list again. Single user sends all leads to one member of your sales team. This is good for small sales teams.
  • You may also set custom criteria for lead routing. Select Custom Round Robin and use Add Custom Lead Rules to specify your own rules for lead filtering:
  • For a video on custom lead routing, click here.

  • The Add Custom Lead Rules lets you specify how X2CRM will handle “Round Robin” lead assignments
    • As indicated by the text highlighted in the blue box, this option is specific to the custom round robin setting.
    • View a list of your current custom lead routing methods in the area highlighted by the orange box. It displays the criteria, the user, and the option to delete. It also displays its priority. If ever two lead routing rules conflict with each other, the one with the most prominent priority will be followed.
    • For example, in this screen, the lead routing rule with priority 6 sends leads from California to Kevin Xu. However, the rule with priority 7 sends leads from California to Nick Cordova. The lead with priority 6 takes precedence over the lead with priority 7. Thus, Kevin Xu will be receiving those leads.
    • Speaking of criteria, set a new rule with the conditions menu highlighted in the red box. click the [Add] option to set multiple criteria.
    • Select the users to send the lead to in the the menu highlighted in the green box. To select multiple users hold down the control key as you click. You may also tick the Group option to instead select groups instead of users.
    • Set the priority for your new rule and then create.


  • The Set Service Case Distribution option, like Set Lead Distribution before it, allows you to specify how new service cases will be distributed amongst your service reps.
  • The distribution types are described in the area highlighted in blue. The online only option limits the distribution to those users who are currently online.
  • Select the distribution type and set online only status from the menus highlighted in green. Then save.

  • Landing Page Designer links you to the landing page designer in the Marketing module.
  • Web Tracker Setup redirects you to the web tracker setting page.

Workflow & Process Tools


  • X2Workflow takes you to the workflow module which shows a list of current workflows.  Click here for more on X2Flow.
  • Manage Sales and Service Processes  takes you to the Process module within the main X2CRM system.  Here you can view and edit current Processes and create new ones.

  • Process Settings however takes you to a screen that sets the permissions for modifying processes within a certain time frame.
    • The Process Backdate Window, highlighted in red, is the amount of time after the creation of a process that users have to backdate the process. Backdating is creating and completing process stages on dates that are earlier than the current one.
    • The Process Backdate Range, highlighted in green, is the range of time that users are able to backdate processes within. This screen shows a process backdate range of one year. Therefore, a user can go to a process and create or complete a stage up to one year prior to the time that they are editing it. See the contact process section for more information on completing processes.

  • X2Workflow Settings configuration options for X2Flow.  Allows you to set the maximum number of trigger logs.
  • Import Workflow links to the X2Flow import workflow option within X2Flow.  Click here for more on X2Flow.

  • The Manage Notification Criteria option will bring you to a system that creates filters for notifications. Here you can set triggers for notifying your users of certain events.
    • The model type that you select will choose the module that supplies the data for the trigger events. Choose a field from within the model from the drop down menu highlighted in the blue box.
    • The comparison operator and model value fields allow you to choose how you want to evaluate the data in that field.
    • Choose the users to notify from the drop down menu highlighted in green.
    • Select the notification type. You can create an action for the user, change the assignment of the record to the specified user, or simply send them a basic notification within X2CRM.
    • View already created event filters in the area highlighted in the orange box. The notification criteria highlighted here contain rules that feature the three different types of notifications.
  • This sort of notification filter can be done easily in this module but can also be handled by X2Flow, with even more customizability.


Email Configuration

Email configuration is a somewhat technical affair. It requires knowledge about transfer protocols, servers, and ports. As such a more technical breakdown of all the terms and settings is available on the X2CRM wiki. This reference guide contains a less technically detailed manual / overview.
  • Email Client Settings:  Configure timeout settings for IMAP functionality in the email client.
    • Default Email Delivery Method: There are two options for sending methods: Sendmail and SMTP. Sendmail requires no additional set up. The SMTP option requires that you specify a hostname, port, security protocol, and an authentication.
    • Bulk Email Settings: The ‘send as’ option brings up a drop down menu allowing you to set the default sending address for bulk email. The ability to connect an external mail service like Gmail or Yahoo mail is available under manage apps within the profile menu (you can find a video on how to do this in our Video Tutorial Library, located here). Set details like sender name and the default batch email sending address. Place a soft limit on amount of bulk emails sent within a interval. Finally, decide what the bulk email signature will be.
    • Notification Email Settings: This is a parameter for email announcements and notifications within X2CRM. Sometimes a user is sent an email notification of an event, e.g. a high profile web lead currently viewing your pricing page. Here you can stipulate what the email address will be that sends them that notification.
    • Service Case Email Settings: When a client submits a service case request, they are automatically sent a response email. Here you can specify all sorts of details about what and who from that message will be.
    • Web Lead Response Email Settings: When a new web lead comes in, they can be automatically tagged and added to a newsletter list for instance, and they can also immediately be sent a follow up email. Set the default sender address for web lead responses.
    • X2Workflow Email Settings: Determine whether you want emails sent within an X2Workflow to  respect the “Do not email” settings.
    • “Do Not Email” Link Configuration:  Create the text for the “Do not email” link and the display page when the “Do not email” is clicked.  In addition, there is a box to check to enable “unsubscribe”.

  • Create Email Campaign will take you to the Create Campaign screen within the Marketing module.
  • Manage Campaigns simply takes you to the All Campaigns screen within the Marketing module.

The email capture system is a technical feature made available for the more IT inclined. It provides the means for X2CRM to send email, natively, within the web application. When X2CRM receives mail it can automatically associate and log the message on the appropriate contact’s record. For a more specific and technical breakdown on the features and setup for this component, it’s highly recommended that you view the Email Configuration page on the X2CRM wiki.
  • The Email Capture settings, highlighted in the red box, break down as follows:
    • Email Capture Address is the address to set as the sender when dispatching error notification emails. By default, if left blank, the email dropbox will use the first addresses in the To: or CC: field that contains “dropbox@”.
    • The Create Contacts from Emails setting, if disabled, will cause the dropbox to ignore any emails that are to or from addresses not matching any contacts in X2CRM. If enabled, new contacts will be created automatically using name info contained in the email.
    • Subsequently, the setting for Creating Contacts When First and Last Name are Missing, if enabled, will cause the email dropbox to create a new contact record associated with a new unique email address even if the first and last name cannot be found in the email. If disabled, it ignores all email that does not contain contacts’ first and last names. This setting has no effect if “Create contacts from emails” is disabled.
    • Zap Line Breaks, if enabled, will cause the mail parser (when extracting the body of an email) to attempt to clear the text of artificial line breaks induced by RFC email format specifications (which limit lines to 78 characters). If disabled, the email parser will not do this.
    • Finally, Enable Logging, if enabled, will cause the email dropbox to record email capture events in a log file in protected/runtime. This option is useful for troubleshooting but will take up some extra disk space on a system that captures a high volume of emails.

  • Convert Template Image: Fix  dead image links in email templates resulting from the 5.2/5.3 media module change.
  • Google Integration: Configure and enable Google integration.
  • Twitter Integration: Enter your Twitter app settings for Twitter widget.
  • Jasper Server Integration: Enter your Jasper Server settings for external reporting.

Data Import & Export Utilities




  • Import and Export Records:
    • These options provide you a list to choose which module you want to import to or export from and it will take you to the Import/Export menu within the appropriate module
    • Please have a look at our wiki page on importing contacts to see technical specifics about importing from .csv format.

  • Export and Import All Data:
    • Export converts every bit of data in your X2CRM system into a single .csv file. You can consider this as a type of backup if you like, but it’s also useful for easily importing data into another X2CRM installation, say on your home computer.
    • Please have a look at our wiki page on importing to see technical specifics about importing from .csv format.
    • The modules you can export data from are filterable. Check off the models you want to export the record data from in the list highlighted by the green box.
    • Once you have an X2CRM data .csv file, you can import it to another (or the same, even. Who’s stopping you?) X2CRM installation.
    • The import option asks you if you want to overwrite any existing data or if you want to leave any existing data alone and simply add the import on top of that data.

  • Tag Manager:
    • The Tag Manager might more aptly be called the tag deleter. Here you can see an overview of all tags currently used within your X2CRM system.
    • The manager gives you the ability to delete individual or all tags. Individual tags can be deleted by pressing the delete button in the far right column. You may delete all tags via the ominous Delete All button highlighted in the orange box near the bottom of the page.
    • Tags can be created at any time on a contact’s page by double clicking inside the tag field.

  • Rollback Import:
    • If you wish to undo an import, you can do so to some degree. With the import manager you can view the date and time an import took place (highlighted in orange) for easy sorting. See the amount of updated records, shown in the column highlighted in blue. When you find the import you want to undo, select the appropriate rollback button, found in the column highlighted in green.
    • The rollback option deletes the records of a particular import. It does not undo any overwriting that import may have done. So, if you unintentionally selected ‘overwrite data’ upon import, you unfortunately cannot reverse that deletion. This is why it is advisable to be cautious when overwriting and importing data, as well as to keep good backups. But then, you probably already knew that.

  • Revert Merges : Revert record merges which users have performed in the app.
  • Mass Dedupe Tool: View a list of all duplicates in the system and resolve them in bulk.
  • Locate Missing Records: View a list of all hidden records of a particular type in the system.

X2Studio Customization Tools

The X2Studio takes customization in X2CRM to the nth degree. The X2Studio allows you to create new modules and edit existing ones. You can manage the content fields in each module. You can edit forms and layouts. In the X2Studio, you are crafting your X2CRM system to your own personal specifications.

  • Create a Module:
    • On this screen you may create a new module. These are things like your Actions tab along the top bar menu, your Contacts, Marketing, Opportunities et cetera.
    • Enter the naming information for the module in the name fields highlighted by the blue box. The standard module name is required. You can optionally set what a new instance in the module is called (e.g. create a new X, where X is the instance within the module), and what its database name will be.
    • There are a few dropdown menu settings highlighted in the red box. Set its searchability, editablity, and visibility.

  • Manage Fields:
    • For a video on customizing data fields in X2CRM, click here.
    • If you’ve created a new module, it – along with all standard and otherwise preexisting modules – will be available to edit within the Manage Fields option.
    • There are three options for updating module fields, highlighted in the orange box.
    • To add a new field to a module, click ‘add field‘. This option is shown in the screenshot to the right. Within the add a custom field option you must select the module you want to update. As shown in the area highlighted by the green box, you are required to add a name for the new field. The field name must not contain spaces. This is because what goes into the field name will ultimately become the name used in the dynamic variable that references the field (i.e. the name between the curly braces in e.g. {firstName}). Whenever you create a custom field name, it gets stored in X2CRM with a prefix, “C_”, which represents “custom”. Thus, if you create a custom field name for your ice cream module called “iceCreamFlavor”, its dynamic variable will be “{C_iceCreamFlavor}”.
    • The label that users will see is the ‘Attribute Label’, also required. Select the data type for this attribute. Check off some further options, highlighted in blue. Choose whether this field will be required when creating a new instance of this module type, whether it must be unique (i.e. the attribute can’t match any others – useful for serial numbers or other ID), and whether it will return results in a search.
    • The Remove Field option, the second of the three options in the orange box, allows you to delete created fields. All data in that field will be lost if you delete a field. Customize Field allows you to update parameters for all modules, not just ones you’ve created. So, if you want to make last names unrequired in X2CRM, you can edit the last names field in the contacts module and uncheck the ‘required’ box. Simples.

  • Dropdown Editor:
    • See a list of all current dropdown menus in X2CRM, shown in the area highlighted in the blue box. The dropdown name is paired with the content items in the list.
    • There are three options for managing dropdown menus, highlighted in the orange box. The first allows you to create a new dropdown menu. The second allows you to delete a created menu (and only created menus, not ones that are standard to X2CRM).
    • The third option allows you to edit an existing dropdown menu, standard or created. Select the name of the menu you wish to edit from the menu highlighted in the green box. You can edit the items in the list. Reorder items by moving them up and down the list with the [Up] or [Down] options, highlighted in the red box. You may also choose [Del] to remove the item. Additionally you can create new list items by clicking [Add Option], located right above the Save button near the bottom of the page.
    • Tick the ‘allow multiple values’ option to let users select more than one item from the list.
    • When you are satisfied with your dropdown menu, click the Save button highlighted in pink near the bottom of the page to finalize your changes.

  • Form Editor:
    • The red box highlights some of the settings needed to edit a form. Select the module you’d like to edit the forms of. Modules have differing forms depending on your view type. There are different forms for viewing an existing module entry and for creating a new entry.
    • There is an option to create a ‘New’ version from scratch. This will create a blank form, with all the available attribute fields in the righthand column labeled ‘field list’. Once created, the new form will appear in the Version dropdown menu. You can also make a ‘Copy’ of an existing form version, rename it, and then change it, so that you can create a new form without having to recreate every field row and column. You can also delete existing forms.
    • When editing a form you have the option to tick the ‘default’ check boxes. ‘Default View’ is your default review of a module form. ‘Default Form’ is your default editing view.
    • Click ‘add row’ or ‘add collapsible’ to create new areas in the form view. The row header contains the name of the row. For example, the row highlighted in blue is called ‘test field’. In the header you can use the [x] option to delete the row, rename it, and add or delete columns. You can of course drag and drop these fields to reorder them.
    • Additionally, you can drag attributes from the Field List, highlighted in green, and drop them in any area of the form. Use preview mode to see what your form will look like. If satisfied, click Save to finalize your changes.

  • Delete a Module or Page: Only admin-created pages and modules can be deleted. X2CRM standard modules cannot be deleted. They can, however, be edited and renamed.
  • Export/ Import a Module: X2CRM allows you to export created modules as .zip files. To import, navigate to an X2CRM module zip file, select it, and import.
  • Rename a Module: You can give created as well as standard modules new names in X2CRM. They will appear in your top bar menu with the updated name.
  • X2Packager: Import and Export packages to easily share and use system customizations
  • Convert Modules: Convert your custom modules to be compatible with the latest version.

  • Code Editor
    • Develop and modify system source code.
    • This is an enterprise only feature.


System Settings


  • Updater Settings:
    • This screen contains the information fields necessary for you to receive updates from X2CRM. Place your product key in the field. This allows us to confirm your product status and send you the latest software updates of our consistent and fairly frequent version releases.
    • Set the interval for checking for updates.
    • Check the box if you wish for X2Engine to periodically check for updates and update automatically if a new version is available.

  • Update X2CRM
    • Checks whether your X2CRM system is up to date. We release updates and improved versions fairly frequently, so this may be a useful page for you. If an update is available, you will be walked through the steps to acquire it.

  • General Settings
    • The General Settings screen contains a lot of parametrical settings. The first two options are both sliding scales, highlighted in the red box.
    • Notification Poll Time is a measure of how often your server requests notification updates. The more frequent the requests, the more instant your notifications. Just make sure you’re happy with the balance of instant gratification to request amounts.
    • The Session Timeout setting places a limit on the amount of time a user can be inactive on X2CRM before they are automatically logged out. In this case, whenever a user is inactive for 42 minutes or more, they will be logged out and need to log back in once more upon their return. This is a good way to mitigate the security concern of leaving your data up and running on an unattended computer, but if the timeout limit is set too low t’s also a good way to slightly annoy your users. Find a balance that’s right for you.
    • Tick the Log User Sessions box to keep a record of your users’ time and activity on X2CRM.
    • Enable Strict Lock on Quotes completely disables locked quotes from being edited. While this setting is off, there will be a confirmation dialogue before editing a locked quote.
    • Allow Users to Backdate Actions enables backdating. Backdating allows any user to change the automatically set date fields (e.g. create date). That is, users can create and complete actions, workflow stages, and other events on dates that are earlier than the current one. This is useful if your sales staff want to log multiple stages of an already completed deal all at the same time. While this setting is off, only those with Admin access to the Actions module will be allowed to backdate actions. Set Access rules in the user management tab under administration.
    • Changing the Action History Privacy limits which users can see which actions. Default will allow users to see actions which are public and/or assigned to them. User Only will only allow users to see actions assigned to them, Group only will allow users to see actions assigned to members of their groups.
    • You may also enter a corporate address for your business (e.g. 123 Fake street, Springfield, USA).
    • The proper case names setting will attempt to Capitalize contact names if they are not already capitalized (e.g. “leonardo da vinci” will become “Leonardo Da Vinci”). Here you may also set your default currency.

  • Activity Feed Settings
    • This setting affects how long posts last on your Activity Feed before they are automatically removed from it. This process does not delete the record of events, it simply unclutters your feed and keeps the post count manageable for you.
    • Set the amount of time an event will last in your feed before it is removed from the dropdown menu highlighted in red. You may also set this to ‘do not delete’ if you so choose.
    • Set which types of events this rule will apply to. Check off items from the list highlighted in green. Note that only events in your activity feed will be deleted and not the records themselves – except in the case of Social Posts, which are themselves events.

  • Public Info Settings: Miscellaneous settings that control publicly-visible data.
  • Cron Table: Control the interval at which X2CRM will check for and run scheduled tasks.
  • Location Settings: Enable location tracking and check-in posts, as well as configure specific settings such as tracking frequency and distance.

Security Settings


  • Lock or Unlock X2CRM: You can lock X2CRM and prevent users from signing onto the platform. This is a great tool for updates, uploads, or security analysis.
  • RestAPI Setting: Allows you to change a number of RestAPI settings for X2CRM. For more information about our API, please refer to our Developer Wiki page.
  • Advanced Security Settings: Advanced security settings to customize your deployment.


User Menu

User Menu


The user menu provides all of your employees with the tools they’ll need to fully configure their individual user account. Here, they can customize their theme (if permitted), manage their apps, or modify their account preferences.

Profile


  • The profile page is a perfect snapshot of a specific user’s activity.
  • The user’s general information, such as usernames, phone numbers, and email address, can be found at the top of the profile page, outlined in red.
  • If the user wants to update any of their general profile information, simply click the edit pencil icon in the upper right-hand corner, outlined in blue.
  • The Google Maps widget will display the location of the user’s logins and check-in posts. This is a great way to see where a user has traveled to!
  • The activity feed located on the profile page of a user is automatically filtered to only show posts or completed action belonging to or associated with that specific user.

Notifications


  • The notification system in X2CRM places a blue number, highlighted in the red box, near the profile menu along the top bar. If you click this number, a small popup window displays your recent notifications, highlighted in the green box.
  • When a notification occurs, it is also posted to the activity feed. On this image, the post is visible in the activity feed widget, highlighted in the orange box in the right-hand column.
  • Notifications are also listed in detail when you click Notifications from the user profile menu. View a list of notifications, a description of the notification event, as well as the date and time of its arrival, outlined in the blue box.
  • Remove individual notifications by clicking the red X next to its entry, or remove every notification by clicking ‘clear all’ from the grey Notification title bar, shown in the green box to the right.

Preferences


  • Users can customize their personal settings and modify the look-and-feel of their X2CRM installation.
  • With Preferences, users can make a variety of customization changes including modifying their X2CRM language, personal start page, time zone, and theme settings. These settings are outlined in the green box.
  • X2CRM’s theme studio is outlined in the red box. Here, users can customize themes and appearance (unless locked by the administrator) including color settings for backgrounds, menus, text, widgets, headers, and others.
  • A collection of attractive background images are available out-of-box or users can upload their own background images.
    • To upload an image to be the background of X2CRM, simply click on the blue upload icon next to the “Background Image” drop-down.
    • An uploading toolbar will pop up at the bottom of the screen. Choose the file you would like to upload, select if the image will be public or private, then select upload.
    • Once your image is uploaded into X2CRM, you can choose how the image will be displayed/tiled in the background using the “Background Tiling” drop-down.
  • If you’ve set a personal background you’ll want to be able to see it! X2CRM has a small circle icon that resides in the extreme lower right corner of your screen, highlighted in yellow. If you click on it, it will hide your X2CRM windows (leaving behind the top menu) and show your background image in its full glory. To return to business, simply click the icon again and your screen will toggle back.


Manage Apps


  • You can connect third-party email services to X2CRM through Manage Apps. You can find a video on how to do this in our Video Tutorial Library, located here. Our Quick Configuration Guide also provides a detailed walkthrough on configuring various email clients, including Gmail and Gsuite accounts.
  • The initial page contains a list of all your currently configured third-party accounts, as well as an ‘add new’ button and a dropdown menu at the bottom of the list. The dropdown menu contains numerous options, such as email domains, Twilio, DocuSign, X2HubServices, and more.
  • To make various accounts, such as your email, a default account, simply check the “Set as my default” option underneath the listed item.


Icon Reference

icons - 01.03
  • This page contains an index of all icons in X2CRM and a description of their significance. Links are present where available.


Help


  • The Help option from the profile menu brings you to the user reference guide.


About


  • The About page presents you with a brief histroy of X2Engine, the X2CRM team, and your deployment information.


Report a Bug


  • As opposed to the bug report module from the top bar menu, which is meant to serve as an internal module for your company, Report a Bug allows you to contact us at X2 and inform us of any issues you are having with the software, or even requests for features you’d like to see in a future release of X2CRM.
  • Enter your email address in the field highlighted in green to be kept updated of news related to the bug. We will email you when the bug is resolved.
  • Enter a description of the problem. We recommend that when submitting the bug you include php imandatoryiled server and PHP configuration information is very helpful for debugging purposes. Please note that the PHP submission can possibly contain sensitive information about your server’s configuration, so it is not manditory to be sent with the report. However, it is extremely useful for us during the process of debugging and therefore we do highly recommend it. To include this information, simply tick the check box highlighted in red.
  • Check out our support forums, X2Community.com, to view postings about past and current bugs.


Go Invisible


  • Toggles whether you will be listed as logged on for other users of your X2CRM system to see.
  • if you choose to go invisible, your browser will display a prompt, asking you to confirm your choice. This is outlined in blue.
  • When you go invisible, no one will be able to see that you are logged on and currently using X2CRM. The Active Users widget, highlighted in red, will not display your name amongst the roster of users currently on X2CRM.
  • After you have gone invisible, the profile menu will change and offer you the ability to go back to being visible, highlighted in green.


Logout


  • Clicking this option ends your X2CRM session and returns you to the login screen.
  • Until the next time.