Triển khai phần mềm quản lý quan hệ khách hàng

 Page 1


I THIU NN TNG SUGARCRM ..................... 9
1.1. Ki .............................................................................................................. 9
1.2. n trong SugarCRM ............................................................................................... 14
U .................. 31
2.1. Gii thi .................................................................................................... 31
2.2.   .................................................................................................................. 31
2.3. u cho h thng CRM c ............................................................ 32
2.4. ng .......................................................................................................... 34
2.5.  Usecase .............................................................................................................. 36
2.5.1. Usecase c .................................................................................. 37
2.5.2. Usecase c ..................................................................................... 38
2.5.3. Usecase ca Actor K  ..................................................................................... 39
2.5.4. Usecase ca Actor Manager: .................................................................................... 40
2.6. u v  d liu ................................................................................... 41
2.6.1. a Account ..................................................................................... 42
2.6.2. a Revenues actual ......................................................................... 43
2.6.3. a Revenues Estimation ................................................................. 44
2.6.4. a Production Cost Esmation ......................................................... 45
2.6.5. a Production Cost Actual ............................................................. 46
2.6.6. a Manpower Cost ......................................................................... 47
2.6.7. a User ........................................................................................... 47
2.6.8. a Timesheets ................................................................................. 48
2.6.9. a Leaving ...................................................................................... 50
2.6.10. a Salary ......................................................................................... 51
2.6.11. a Project ........................................................................................ 53
2.7. u Report tham kho .............................................................................................. 54
2.7.1. Mu Report Project Cost Estimate ........................................................................... 54
2.7.2. Mu Report Project Cost Actual (CR) ..................................................................... 55

 Page 2
2.7.3. Mu Report Project Cost Actual (MA) .................................................................... 56
2.7.4. Mu Report Profit And Loss (CR) .......................................................................... 57
2.7.5. Mu Report Profit And Loss (MA) ......................................................................... 57
2.7.6. Mu Report Revenue ............................................................................................... 57
2.7.7. Mu Report Timesheet (%) ...................................................................................... 58
2.7.8. Mu Report Timesheet ............................................................................................. 59
2.8. Kh th hong ca Red .......................................................... 60
T K H THNG .............................................. 61
3.1. Module Account ............................................................................................................... 62
3.2. Module ManPower Cost .................................................................................................. 63
3.3. Module Production cost actual ......................................................................................... 64
3.4. Module Production cost estimation .................................................................................. 64
3.5. Module Projects ............................................................................................................... 64
3.6. Module Revenues Estimation .......................................................................................... 65
3.7. Module Revenues Actual ................................................................................................. 65
3.8. Module Salary .................................................................................................................. 66
3.9. Module Timesheets .......................................................................................................... 67
3.10. Module Leaving ........................................................................................................... 67
3.11. Module PublicDays ...................................................................................................... 68
3.12. Module Report ............................................................................................................. 68
3.12.1. Report Estimate Cost ................................................................................................ 69
3.12.2. Report Actual Cost (MA) ......................................................................................... 69
3.12.3. Report Actual Cost (CR) .......................................................................................... 70
3.12.4. Report Profit And Loss (CR) ................................................................................... 71
3.12.5. Report Profit And Loss (MA) .................................................................................. 71
3.12.6. Report Revenues Projection ..................................................................................... 72
3.12.7. Report timesheet....................................................................................................... 72
3.12.8. Report Timesheets (%) ............................................................................................. 74
NG H THNG THC T CHO RED ..... 75

4.1. Module Account ............................................................................................................... 75
4.2. Module Projects ............................................................................................................... 76
 Page 3
4.3. Module timesheets ........................................................................................................... 81
4.4. Module Teams .................................................................................................................. 84
4.5. Module salary ................................................................................................................... 86
4.6. Module report ................................................................................................................... 89
4.6.1. Report estimate cost ................................................................................................. 91
4.6.2. Report actual cost ..................................................................................................... 95
4.7. Module Manpower Cost ................................................................................................. 100
4.8.  thng .......................................................................................................... 101
KT LUN .......................................................................................... 104
U THAM KHO .................................................................. 105
PH LC 1 .......................................................................................... 106
PH LC 2 .......................................................................................... 113
  Page 4


 ...................................................................... 10
c con ca mc gc .......................................... 12
 trong Developer Tools ............................................................. 14
 Repair trong System ...................................................................... 15
 studio .......................................................... 23
 gii nhau ........................................................ 23
u ta file logic hook ................................................................ 25
p d  ............................... 35
 Uscae tng th ............................................................................... 36
 Usecase c ..................................................... 37
 Usecase c ........................................................ 38
 Uscase ca Actor K  .......................................................... 39

 i qu .............................. 40
ng th ............................................................................... 41
a thc th Account ......................................................... 42
a thc th revenues actual .............................................. 43
a thc th Revenues Estimation ..................................... 44
a thc th Production Cost Estiamtion .......................... 45
a thc th Production Cost Actual ................................. 46
a thc th Manpower Cost ............................................. 47
a thc th Users .............................................................. 48
a thc th Timesheets..................................................... 49
a thc th Leaving .......................................................... 50
a thc th Salary............................................................. 52
a thc th Project ........................................................... 53
a h thng Red online timesheet (Red CRM) ...................... 62
a module Account .................................... 62
a module Account ................................... 63
n to mi Manpower Cost ............................................................ 63
n to mi Prduction cost actual .................................................... 64
n to mi Production cost Estimation .......................................... 64
n mi mi Projects ....................................................................... 65
n to mi Revenues Estimation .................................................... 65
n to mi Revenues Actual .......................................................... 66
n to mi Salary ........................................................................... 66
  Page 5
n khi nhp Timesheets .................................................................. 67
n khi nhp Leaving ....................................................................... 67
n khi to mi Publicdays .............................................................. 68
 thng ......................................................... 68
n Report Estiamte Cost ................................................................. 69
n Report Actual Cost (MA) .......................................................... 70

n Report Actual Cost (CR) ........................................................... 70
n Report Profit And Loss (CR) .................................................... 71
n Report Profit And Loss (MA) ................................................... 72
 din Report Revenues Projection ...................................................... 72
c lc theo d  ..................................... 73
n Report Timesc l ............................... 73
 ............................................................... 74
 thng ............................................................. 75
 ................................................................................ 76
o mi Project ........................................................................... 79
n Project ............................... 80
 ................................................................................. 84
p te ...................... 86
 ......................................................................................... 89
 ................................................................. 91
 .................................................................. 94
 ..................................................................... 99











 Page 6


o mi mt package trong SugarCRM ...................................................... 16
o mi mt module trong SugarCRM ....................................................... 17
nh module b Studio trong module builder ................... 21
  dng trong h thng SugarCRM .................. 22
n qu ................................ 34
u Report Project Cost Estimation ........................................................... 54
u Report Project Cost Actual (CR) ......................................................... 55
u Report Project Cost Actual (MA) ....................................................... 56
u Report Profit And Loss (CR) .............................................................. 57
u Report Profit And Loss (MA) ........................................................... 57
u Report Revenues ............................................................................... 57
u Report Timesheet (%) ....................................................................... 58
u report Timesheet ................................................................................ 59















 Page 7

M U
Cu  th k y nh
c c n mi sng kinh t
i chuyn mnh t i
 kinh t p sang kinh t c. 
       





 

    Trong mi
hot
  qu c t i
 i nhu 
c bo
my cm... Phn mm qu i
nh gii quyt  
 Mn

cho th d trn ph m m ngu m
SugarCRM.
 Cn
Cn bao gn sau:
 Phn m u
 Phn ni dung
 Page 8
Chg 1 gii thiu nn tng sugarcrm: n thc cn bit v c

mc cnh sa trong SugarCRM.
Chg 2 thu thp v phn t yu cu: gii thiu v cng ty red, c yu cu
v b to usecase, n m
tr ng module
Chg 3 thit k h thng: Workflow cho h thng, thit k giao din ca tng
module
Chg 4 xy dng h thng thc t cho Red: da v nhng thit k u
tin h xy dng h thng thc t.
 Phn kt lun: kt qu c.
















 Page 9
 1: GI THI NN TNG SUGARCRM

 SugarCRM
SugarCRM l phn mm m ngun m s dng h u  LAMP

(Linux, Apache,M  P         
SugarCRM   nhiu h tr cho mi h thng hot ng (bao gm Windows,
HP




   

 SugarCR thi k  h tr ti a cho nh  s dg d
bi v code hay khg bi v code php c c th c nh t bi trong h
th c SugarCR   nhu c c  s d. N  s dg
khng bi v code php c th s dg cng c developer trong m h ad
c nh thi l c thi.
C  dg c SugarCRc x dg d trn module framework,
khi  dg b  ch s g c entry point ln (m s g index.php
hoc soap.php).
Entry point ch c SugarCRc g ln l index.php. C 3 thng
s ch trong vic g  l:
Module: s g  modc truy c.
Action: g  h  c thc hi khi g module.
 truy c.



 Page 10

1
c vic h thng nhm
hn ch nhng s tip c d li hin th n

i dung s c ly trong b nh cache.
m nhn vic tp trung lnh sa ca nhng
 nh
mc custom s t ng sinh ra nhng v
tri  ng chnh sa cn thit cho h thng cng
nh s
Data: nhng files h thng quan tr tt
 t t ng dng mnh cho mng
trong Sugar.
 Page 11
Include: Nhiu ch           
nh   t phn trong hong c
ng da hu hc
i rc s dng .
i quan h gii nhau.
Modules: Bao gm tt c  thc hin th 
web. Nh      c l    
n th   thc hin 
c Modules nh s ng cho vic t
vic chnh s
            ng

Thng mi module i din cho mt thc th tng ng trong mc
 kinh doanh, v d nh l modarCRM. Mt module bao
gm 3 phn ch  l  d liu, giao din i d v chc nng ng
dng. 
 Page 12

2: Cc con ca mc gc

Dashlets: S ng d  lu tr thng tin ca module c
th hin th  trang ch, mc nh  trang ch trong SugarCRM s hin th c
thng tin ch ca tng module. V vy nu mun hin th thng tin g ca module
ra ngo m h trang ch th khai b  y. Mnh ca Dashlets s ly m
h Listview l m l dashlets.
 chui hin th trong module.
V SugarCRM l mt phn mm a ngn ng, nn tt c c nhn ca module s
 nh ngha ti ti th mc n  tin li cho vi   i ngn ng m
khng nh ng n vic hin th c chui hin th ra ngo ng dng.
Metadata: Th mc n c nhim v lu c file hin th ca module bao
gm vic hin th c subpanel, m h listview, detailview, editview.
 Page 13
Tpls: Th mc n ch c c d HTML m nhim vic hin th d
liu ra bn ngo m h ng dng.
Views: C thc hin th d liu ca SugarCRc s dng bng nhiu
c, v Views ch l th mc  m nhim mt trong c cng vi, n nay
s lu c file .php ca m h editview,detailview hay l listview.
Khi gii thiu v c th phn ca modng hay nhc n m h
editview, detailview hay listview, c m h n s m nhim nhng cng vic
c th cho vic hin th nh sau:
ListView : L m h s hin th c danh s c d liu c trong
module, mn h s hin th mnh khi nhp v mt module n , trong m
h n c c c chc nng nh search.
EditView: L m h hin th ra c ng  hin th c ng d liu
hin c ca mod i s dng nhp v.
DetailView: L m h hin th thng tin chi tit d liu  c nhp v
 c lu xung c s d liu.
Bn cnh c th mc ch trn SugarCRM c bao gm nhng tp tin b
sung nh sau:
Form.php: Tp tin ny c chc nng l cho Javascript x nhn c h

ng chnh sa i s dng c nhng i
Menu.php: Tp tin ny l nhim v hin th ra c ph tt c
hin th  bn tr ph trn ca m h s dng, mi menu n s lin kt vi
m h listview, hay editview t theo tng ng hp s dng
Vadefs.php: Tp tin n s nh ngha c ng d liu ca module, c
ng d liu c th nh ngha  lu xung database hoc khng cho lu
xung database. Ngo ra c mi quan h gia module v module cng c th c
nh ngha  y. (  c module c th c c mi quan h nh l: 1-n, n-n,1-1).
SugarBean.php: Tc '<sugar root> / d liu cha
 SugarBean u c s dng. Bt k module c, vit hoc hin th
 Page 14
 liu s m rng l SugarBean thc hin tt c ng cho d
li i quan h, ...
1.2. T bi trong SugarCRM
c pht tri  gi c  s dg d khng bi v code
PHP v c th c nh ch s v giao di hoc vi thm c module n
gi    c yu c c  s dg.  s 


            
th ph      d        
 V Module Buil
    dg c th  
 ra  dg  ph tri  
PHP m.
1.2.1. 

 

3 trong Developer Tools

Studio - 
Module Builder - 
SugarCRM
Module Loader - 

 Page 15
Dropdown Editor - 

Rename Tabs - 
 - 

Configure Grouped modules -     gom nh c module
trong SugarCRM
 dg 
  d 



4 Repair trong System

C   t m 1 module trong SugarCRM d trn c cng c c s
trong trang ch c Admin. Trong SugarCRM m b d li   v m
modt tn tng , ngoi ra SugarCRM c h tr cho vic t c
m quan h gi c module v nhau thng qua cng c studio y l c
h  c nh thao t minh h cho vic t m c module v thi l c
m quan h gi c module v nhau.
 1: T m package (package l mt g c th ch mt hoc nhi
module)
 Page 16
1

To mi package
B1: 
AdminModule
Builder
B2: To mi 1
package,

i.




o mi package
1: To mi mt package trong SugarCRM

 c th t m c mt module trong h th th  h c phi t
ra c packa ch c module c t m, module builder gi t c g
package v xu  s dg c th d   v di chuy khi
c nh  trong SugarCRM.
 ti theo sau khi t m package l  s dg t c module m
c nh thi l c fields, c m quan h, c nh

 Page 17
 m module
2
To mi module
B1: Click new
module

B2
Module
- Module Name
- Label
- Chn Type




o mi module
2: To mi mt module trong SugarCRM

              
    t     .     :
basic     basic  
  
  
 Page 18
          
Module             
Company ng
ng  

 . 
 fibasic


 3: D studio trong module builder  ti h c ch s
3

nh module
b Studio.

A. Fields
B1: Chn test1Fields
Add Fields
B2: 
Fields
 Save li.
B. EditView


elds
 Page 19
B1: Chn test1 
LayoutsEditView
- EditView 
giao di
mi hoc chnh
sa m
liu vi Module

B2: Ti

  
nhng Fields
t a s Toolbox
sang ca s Layout 
c li.
- Sau khi thit k
giao din Edit ta
chn Save.

C. DetailView
B1: Chn test1 
LayoutsDetailView
- DetailView 
giao din hin
th chi tit ca
mng d
liu trong

B2: Ti
  






 Page 20
nh
a s Toolbox
sang ca s Layout 

c li.
- Ca s Layout
a
nhng fields ca

DetailView ca
Module.
- Sau khi thit k
giao din Detail
ta chn Save.

D. ListView
B1: Chn test1 
LayoutsListView
- ListView 
din Hin th

Records trong

B2: Ti i
  
nhng Fields
t a s Hidden
sang ca s Available
c li.
- Sau khi thit k

 Page 21
giao din List ta
chn Save.
E. Search
B1: Chn test1 
LayoutsSearchBas
ic Search
- Basic Search 
giao din Hin
th 
s
record ca
module.
B2: Ti
  
nhng Fields
t a s Hidden
sang ca s Default 
c li.Nh
b
cho module.
- Sau khi thit k
giao din
Search ta chn
Save.
3nh module b Studio trong module builder

V c thao t tr s dg c th thi l c m h edit view,
detail view, list view, quick create trong ph layout.
Edit view: l m h t m hoc ch s th d b
v button edit hay create c module .
 Page 22
Detail view: l m h xem chi ti c thng tin.
List view: l mn h danh s c thng tin c module, c l m h
m khi ch v m module
Quick create: l m h t m c thng tin c thi c m module.
Trong module builder c h tr cho vic t giao di cho c dashlet,
popup view, search v c subpanel.
 4: Deloy module
Sau khi  t c c thng tin c thi cho mod s dg s
ti h Deloy hoc l Publis c th  module m t  th.
4
Deploy Module
nh
Module b
Studio 
s d
hoc Publish 
t sau.
A. Deploy
-  s dng


Module Buider 
Test
- n
Deploy

- Sau khi Deploy


Sugar.
- 
 s
d


4: D  dng trong h thng SugarCRM
 Page 23
      i s dg    
i s dg s
upload file Zip v c publish.

 



5: T studio
Trong ph Studio n  s dg c th t c m quan h, c nh
 l c nh cho c mod s dg c th t c quan h: 1-1, 1-
n, n-n tr ti thng qua cng c n.

6 gii nhau
 Page 24
 ch c c    s dg c th t m mt modn
gin, v t c quan h gi c module trong h th m khng c hi bi
nhi code PHP. Tuy nhin n mun m r c  d c h  c
nh hi bi v c tr c t th m th mi c ch s su v h

th y l ph gi thi v ch ng c t th m.
uga m 
Th m c 
Su      m        

  s dg.
 m Custom 
Vardefs : file n c d  

efs trong th m custom.  s
dg n mu  m n 
/custom/Extension/modules/<MODULE_NAME>/Ext/Vardefs/
Tuy nhin c lu   v  m
/custom/modules/<MODULE_NAME>/Ext/Vardefs/vardefs.ext.php 
. 
d Nn repair l  c field
 nh v nhau (Admin->Repair->Quick Repair and Rebuild).
Languages  s d    l    th  
  s trong c
th m.
/custom/include/language/ (for $app_strings or $app_list_strings)
/custom/Extension/application/Ext/Include/
/custom/Extension/modules/<MODULE_NAME>/Ext/Language/ (for
$mod_strings only)
 Page 25
1.2.2. T bi trong SugarCRM b code

 

 

  Bean Files.
1.2.2.1. 
 s ki trong SugarCRM, c s ki c th
g c c action trong h th v d:

7: C code ca file logic hook


 



<?php
//prevents directly accessing this file from a web browser
if(!defined('sugarEntry') || !sugarEntry) die('Not A Valid Entry Point');

class AddTimeStamp {
function StampIt(& $focus, $event){