Hootsuite for Sugar – User Guide

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SugarCRM for Hootsuite

User Guide Document iZeno Pte Ltd Version 1.0

Hootsuite for Sugar – User Guide

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Revision / Modifications

SN Version Date Author Comments

1 0.1 Wed 20 December

2017

Kris Haryadi

John Bernas

Initial Document for UAT Purposes

2 0.2

Wed 03 January 2018

Kris Haryadi

John Bernas

Minor updates based on feedback from Hootsuite

3 0.3

Sun 18 February 2018

Kris Haryadi Minor updates in

screenshot illustration

4 1.0 Sun 18 February

2018 Kris Haryadi First full release

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Contents

1 General Information ......................................................................................................... 4 1.1 About User Guide ...................................................................................................... 4 1.2 System Overview ....................................................................................................... 4

2 Getting Started - Enabling Sugar Modules ........................................................................... 4 2.1 Install Plugin Package ................................................................................................. 4 2.2 Configure OAuth Settings in SugarCRM ........................................................................ 6 2.3 Enable Full Text Search .............................................................................................. 7

3 Connecting Your Hootsuite with SugarCRM ......................................................................... 7 3.1 Login into Hootsuite .................................................................................................. 8 3.2 Install the Plugin from App Directory ........................................................................... 8 3.3 Open Your Hootsuite Streams Dashboard .................................................................... 9 3.4 First Login: URL, Client Key, Client Secret and Credentials .............................................. 9

4 Using Your Plugin ........................................................................................................... 10 4.1 Create New Record .................................................................................................. 11 4.2 Link Available Record ............................................................................................... 13 4.3 Unlink Available Record ........................................................................................... 14 4.4 View Main Record ................................................................................................... 15 4.5 View Related Record ................................................................................................ 16 4.6 Convert Leads Record .............................................................................................. 17 4.7 Configure Plugin Settings.......................................................................................... 19 4.8 Logout ................................................................................................................... 21

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1 General Information 1.1 About User Guide

The information presented in this document describes how to install, configure, and utilize the functions available in Hootsuite – Sugar Plugin.

Users are not required to have any programming or software development knowledge but should be familiar with the use of a personal computer, and Internet browser software such as Internet Explorer/ Firefox/Chrome.

For more information, please contact gb@izeno.com.sg.

1.2 System Overview The following key features are implemented:

1. Sugar instance and user authentication 2. Present the SugarCRM views in Hootsuite through an iframe 3. Auto search Leads/Contacts in Sugar based on Social Media profile in Hootsuite 4. Create, update or link Social Media profiles as Sugar Leads/Contacts in Hootsuite 5. Create and update Sugar Calls, Meetings, Tasks, Notes, Cases from existing

Leads/Contacts in Hootsuite 6. View related Sugar Calls, Meetings, Notes, Tasks, Cases, Opportunities in

Hootsuite 7. View existing Sugar Lead/Contact data and related records in Hootsuite 8. Convert Leads to Contacts in Hootsuite

2 Getting Started - Enabling Sugar Modules In this section, User will have to perform following activities:

1. Install Plugin Package 2. Configure OAuth Settings 3. Enable Full Text Search for respective modules (Leads, Accounts, and Contacts)

*Note: these activities are generally done by the System Administrator of your organization.

2.1 Install Plugin Package In order to accommodate the Plugin to link between your Sugar instance and Hootsuite environment, certain fields will have to be created and configured in Leads, Contacts, and Accounts modules from your Sugar instance using Module Loader. To download the installer package, please refer to this folder. For more information on accessing Module Loader, please refer to Sugar Documentation.

Step 1: Please download the Plugin from this link.

Step 2: Navigate to your Module Loader page from Sugar

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Step 3: Click on “Choose File”, select your file in your directory, and click on “Upload”

Step 4: Click “Install“ on the package that has been uploaded

Step 5: Read on the License Agreement, select “Accept” and click on “Commit”

Step 6: Navigate to Sugar Studio to make sure all the fields are created successfully in your Accounts, Leads, and Contacts modules. For more information about Sugar Studio, please refer to Sugar Documentation.

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In summary, the package install will perform following operations:

1. Create Instagram, Facebook, Linkedin, Twitter fields inside your Sugar’s Leads, Accounts, and Contacts modules

2. Configure the above fields to be Full Text Searchable 3. Configure the “Lead Status” to be Full Text Searchable

2.2 Configure OAuth Settings in SugarCRM OAuth is an open standard for access delegation, commonly used as a way for internet users to grant websites or applications access to their information on other websites without giving them passwords. You can access the OAuth from Sugar Administration page. More information can be find from Sugar Documentation.

Step 1: Create a new OAuth Key for your Hootsuite-Sugar Plugin. For example:

Consumer Key Name: Hootsuite for Sugar Plugin

Consumer Key: ajmalmartsg

Consumer Secret: ajmal

OAuth Version: OAuth 2.0

Client Type: Sugar User

Description: Hootsuite-Sugar Plugin OAuth

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Step 2: Ensure that you remember Consumer Key and Consumer Secret, which will be used for Client Key and Client Secret in the Plugin’s configuration page.

2.3 Enable Full Text Search In order to enable the Plugin to perform Full Text Search, there are certain configurations to be enabled in Sugar. First, go to Search from your Administration module. For more information of Search module, please go to Sugar Documentation.

Step 1: Make sure that Accounts, Leads, and Contacts are in the “Enabled Modules” box. This will allow the Plugin to use FTS that will crawl these respective modules

Step 2: Click Schedule System Index above the boxes

Step 3: Click “Delete existing data when index is performed”

Step 4: Click Save and proceed back to Admin page.

Now, you have successfully done prerequisites activities in your Sugar instance. It is time to proceed to your Hootsuite environment.

3 Connecting Your Hootsuite with SugarCRM In this section, User will have to perform following activities:

1. Login into Hootsuite 2. Install Plugin from Hootsuite’s App Directory

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3. Accessing Plugin from Hootsuite Streams Dashboard

*Note: you may ask the Sugar’s Client Secret and Client ID from your organization’s System Administrator.

3.1 Login into Hootsuite First, you need to be successfully logged into your Hootsuite environment. Please visit www.hootsuite.com and key in your username and password accordingly.

3.2 Install the Plugin from App Directory Subsequently, you need to install the Plugin into your Hootsuite environment.

Step 1: Access App Directory from your Hootsuite Enterprise Main Menu

Step 2: Search for “SugarCRM for Hootsuite” and install the Plugin accordingly

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Step 3: Verify that the Plugin has been installed correctly. This will change “Install” into “Installed”.

3.3 Open Your Hootsuite Streams Dashboard Once the Plugin has been successfully installed, go to your Hootsuite Streams Dashboard and look at one of the available Social Media posts. In this case, we will use Twitter mentions as an example.

Step 1: Click on Action button in any of your posts. This is a button with three dots as per below screenshot.

Step 2: Click on “Send to Sugar” from the menu

3.4 First Login: URL, Client Key, Client Secret and Credentials When you use the App for the first time, the Plugin will enquire for your Sugar instance URL as well as Client Key and Client Secret that you have setup in OAuth Settings in your Sugar instance.

Step 1: Key in Sugar URL, Client Key, and Client Secret, as highlighted in Section 3.4 above.

Step 2: Click Save

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Step 3: Key in your Sugar username and password.

*Note: by default, Sugar has Access Token which is valid for 1 hour, as well as Refresh Token which is valid for 14 days. As long as the Refresh Token is still valid, it will keep refreshing the Access Token. However, after 14 days, you might need to relogin again, without keying the URL, Client Secret, and Client ID.

Step 4: Click Login

4 Using Your Plugin In this section, User will be able to perform following activities:

1. Create New Record 2. Link Available Record 3. Unlink Available Record

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4. View Main Record 5. View Related Record 6. Convert Leads Record 7. Configure Plugin’s Settings 8. Log Out from Plugin

*Note: these are the activities that are generally done by End-Users.

4.1 Create New Record Once logged in, the Plugin will grab the Social Media ID (Twitter, Linkedin, Facebook, or Instagram ID) and search for any available record from Accounts, Leads, and Contacts based on the new fields that were created in Sugar Studio earlier.

If there is no record found, the Plugin will allow you to create new record in Leads, Contacts, or Accounts module.

Step 1: Make sure that there is no star icon (linked record) and “No Result” is shown accordingly.

Step 2: Click on (+) button in any of the module. In this case, we will use Leads as an example.

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Step 3: Fill up corresponding information and click Save

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Step 4: Verify that the record has been created accordingly. You will see that the General Information tab has been filled in proportion to what you had entered when creating a record.

Step 5: You may open Related Records tab, where you can directly create or modify records from Calls, Meetings, Notes, and Tasks module.

Step 6: Click back button and see that the record has been linked correctly. You will see star icon beside the record that you have just created

*Note: The above steps can also be done in Contacts and Accounts Module as well. Convert Lead Record

4.2 Link Available Record If your Sugar instance managed to find any available Contacts, Leads, or Accounts record which match the Social Media Account’s ID, it will be displayed in each of the module tab. Here, you can link between the Social Media Account and Sugar record. Step 1: Look at the available record(s) based on search result.

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Step 2: Press the Link button. If done successfully, there will be a message “Record is linked to Profile”. There will also be a star icon to indicate which Sugar record has been successfully linked.

4.3 Unlink Available Record Once a Sugar record has been linked successfully with the Social Media Account, there are two ways to unlink from Search Result page and Main Record page.

Step 1: Unlink from the Search Result page – click the Unlink button. Once successfully done, the button will be changed back to Link button and a message of “Record linked from Profile” will be shown.

Step 2: Unlink from the Main Record page – click “Unlink Record”. Once successfully done, a message of “Record unlinked from Profile” will be shown and the button will be changed back to “Link Record”

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4.4 View Main Record Based on the search result, you can view the Main record detail accordingly.

Step 2: View the Main Record in “General Information” tab

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*Note: If one of the fields have blank value, the Plugin will display it as “No data” in the General Information tab.

4.5 View Related Record You may view any related record in every Leads, Accounts, and Contacts record.

Step 1: Click on “Related Records” tab.

Leads record will have following related modules shown in the Plugin, which you may create and modify, unless specified:

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Calls

Meetings

Notes

Tasks

Contacts record will have following related modules shown in the Plugin, which you may create and modify, unless specified:

Calls

Meetings

Tasks

Opportunities (View only)

Accounts module will have following related modules shown in the Plugin, which you may create and modify, unless specified:

Cases

Calls

Meetings

Notes

Tasks

Opportunities (View only)

4.6 Convert Leads Record Directly from Plugin, user will be able to convert Lead into Contacts and Accounts Module (provided that user fills in Account Name in Leads record). Additionally, User will only be able to convert one particular Lead record as long as its status is not “Converted”.

Step 1: From Lead Record View, click “Convert” button

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Step 2: System will show confirmation message, “You will convert your Lead record into Contact “[First Name] [Last Name] and Account [Account Name]. Please provide your confirmation”.

Step 3: Click Yes

Step 4: Once completed, the plugin will indicate the newly created Contact and Account (if applicable) record. Separately, it will be indicated that the “Lead is already Converted”.

Step 5: If you go back to the Search Result view, you will be able to see a new green check symbol, which indicates that this Lead has been converted.

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4.7 Configure Plugin Settings The Plugin has a Settings page which allows you to modify your SugarCRM URL, Secret Key, Secret ID, as well as to disconnect the Plugin.

Step 1: Click on the arrow button on the top right hand corner of the iframe

Step 2: Click on Settings icon

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Step 3: Re-enter your Sugar URL, Client Key, and Client Secret

Step 4: You may toggle on/off the FTS capability

Step 5: You may click Disconnect to remove all stored session between your Sugar instance and Hootsuite. Doing so will need you to re-enter your Sugar URL, Client Key, Client Secret and your Sugar credentials.

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4.8 Logout You may logout from your Plugin session.

Step 1: Click arrow button on the top right hand corner of your screen

Step 2: Click Logout