Customizing Self Service web site

The functionality available in the Self Service web site and the extent to which you can customize it depends on whether you have the Extensibility Module.

The Self Service web site is a series of HTML based web pages, so you can add any standard HTML field types, for example, text entry fields, drop-down lists, and radio buttons. However, you will not be able to add Sage CRM-specific field types, such as search select advanced fields.

Without the Extensibility Module

Without the Extensibility Module, you are limited to customizing a number of specific blocks. This may be sufficient, depending on implementation requirements. The blocks are accessible from one of the following locations in Sage CRM:

  • Administration | Customization | <Entity> | Lists
  • Administration | Customization | <Entity> | Screens

Please see the table below for a description of the Screen and List blocks you can customize without the Extensibility Module. The table describes some of the blocks referenced in the Self Service demo web site.

Block name

Block type

Description

sscaselist

List Object

Displays a list of cases for visitors.

sscaseentry

Screen Object

Enables visitors to register new cases via the Web site.

ssopportunityentry

Screen Object

Enables visitors to create new opportunities in Sage CRM, via the Web site.

You customize Self Service screens and lists from Administration | Customization in the normal way. Please refer to the Administrator Help for more information on screen and list customization.

Example: Linking Problem Details to the Case Summary page

You can customize the sscaselist so that the problem details link to the case summary on the Self Service Web site. To do this: 

  1. Click Administration | Customization | Cases | Lists .
  2. Click the ssCaselist hyperlink.
  3. Select Cases: Problem Details from the available Desktop HTML List Contents.
  4. Select CaseProgress : Problem Details (case_problemnote) from Field.
  5. Set the Hyperlink To field to Custom Jump.
  6. Make sure the Custom File field is set to casedetail.asp and the Custom ID field is set to case_caseid.
  7. Click the Update button.
  8. Click Save.
The options Allow Order By, Order By Desc, and Default Order By are not allowed for columns. They should be set to No or left blank.

With the Extensibility Module

With the Extensibility Module, you can use the complete set of Sage CRM blocks to add extra functionality to your Self Service web site.

You reference the blocks in ASP pages in the same way as you do within standard Sage CRM. One difference, however, is that you reference the eWaress.js file (rather than the Sagecrm.js include file) on all ASP pages.

Using the Sage CRM interface and ASP pages, you can create new blocks for Self Service or use existing Sage CRM blocks and restrict them to show less information. You can set screens to be editable or read-only, restricting what different users can do on the page. User passwords can be allocated at Person or Company level. For more information about Sage CRM blocks, refer to the Developer Help on the Sage CRM Help Center.

Typical functionality that you can add to the Self Service site using ASP pages includes:

  • Enabling visitors to view product information via the web site.
  • Enabling visitors to view their visitor profiles and edit them via the web site.
  • Creating leads based on the information typed by the visitor.
  • Contacting visitors directly by the customer service department.