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Understand the usage of Security Management within CRM.COM.

What does this section cover?

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Table of Contents

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What is Security Management ?

Security Management module manages all security aspects of the software. Access to features of the software and access to data can be controlled through the Security Management module. In addition the module provides a set of business rules which can be used to automatically apply additional security controls.

Security Management  Glossary

TermsDescriptions
Security ProfileSecurity profiles are used to control access to features

Privacy Level

Privacy levels are used to control access to data and define how they can be shared within organisational units
Organizational Unit

Organizational Units are used to organize the company’s network and define the collaboration between them

CSRConditional Security Restrictions
ACRAutomatic Collaboration Rules
PLARPrivacy Level Assignment Rules
Common ProcessesThe processes which are common for each module of the software such as create, read, update, delete processes.
Additional ProcessesAny processes which are not considered as common processes

Security Management  Key Processes and Concepts

Processes / ConceptDescription
Applying Privacy Level Restrictions

 

Privacy level restrictions are applied as part of the processes which are enforcing the collaboration between communities and groups. Privacy levels are used to apply additional restrictions on top of the restrictions which are derived by the specified collaboration options. For example users belonging to sales branch 1 might be able to view records belonging to sales branch 2 only if their privacy level is set to public. The following logic is followed to apply privacy level restrictions:

  • Record is accessible if its privacy level has a numeric value which is equal or less than the privacy level defined for a specific collaboration option
  • Record is accessible if its privacy level is ignored because a specific collaboration option is set to be allowed for all privacy levels
  • Record is accessible if its privacy level is ignored because is not specified (i.e., applicable to all by default)
Applying Privacy Levels on Entities

All Users can change the privacy level through a dedicated “Set Privacy Level” action, if they are allowed by the security profile assigned to them. The new Privacy Levels which can be set are filtered based on the following logic:

  • Privacy Levels belonging to Privacy Level Groups which are applicable to all Communities, Group, Units i.e., no restrictions were specified
  • Privacy Levels belonging to Privacy Level Groups which have the Group that the User used during log in included in the list of Communities, Groups or Units which can select that record
Unit Automatic Assignment Versus ACR Automatic Assignment

ACR with assignment option "Based on Geographical Areas" has the same automatic assignment logic as the one defined in Units, however the ACR offers you extra conditions (Entity & Organisational conditions), to make the assignment more specific.

Applying Audit Trail

Audit Trail is visible in the detail pages of all Audit Trailed Entities, as a tab at the bottom. If an entity is audit trailed and a user makes changes to an audit trailed field then all the related information will be captured and made available in the Audit Trail Tab of the specific record.

The information displayed in the audit trail tab is the following:

  • Attribute: The field that has been manipulated
  • Action: The action applied on the field
    • Addition
    • Removal
    • Modification
  • From Value: The old value (before the change)
  • To Value: The new value (after the change)
  • Modified Date: Date the change was executed
  • Modified by User: User that made the change
  • Modified by Unit: Unit the user that made the change belonged to

Security Management  Network Characteristics

Network Characteristics define the level of access for each record. i.e., whether it will be available for selection, viewing, editing etc.

EntityNetwork Characteristics
Privacy Level Groups

 

Security Management Related Modules 

Interaction EntityHow
All Modules
  • Security Profiles control the access of users to all modules
  • Privacy Level and Privacy Level Groups can be configured and applied to all modules
  • Audit Trail can be configured to most of the modules
  • CSR, ACR and PLAR can be configured and applied to all modules

Security Management  - Business Examples

The following section provides business examples to help you understand how CRM.COM Security Management module is used.

Set up Automatic Collaboration Rule for automatic assignment of Service Requests

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titleSet up Automatic Collaboration Rule for automatic assignment of Service Requests

Business Requirement

Company ZX would like to make the following automatic assignment to the user: Supervisor

  • Service Requests of type informational and Privacy Level Super High 
  • All Service Request types that have Privacy Level High
  • Regardless of the Organizational Unit the user that opened them belongs to

CRM.COM Solution

User Process 

  • Create an ACR with the following configurations:
    • Entity: Service Requests
    • Entity Conditions:
      • Type: Informational and Privacy Level: Super High
      • No Type and Privacy Level: High
    • Organisational Conditions: NONE
Note

More Information on Set up Automatic Collaboration Rule can be found at Creating Automatic Collaboration Rules (ACR)

 

Set up visibility conditions on Date of Birth

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titleSet up visibility conditions on Date of Birth

Business Requirement

Company ZX would like to hide Customer's Birthday from users that belong to Customer Service as Birthday is only being used for Marketing Purposes and would not like Customer Service department to have access. 

CRM.COM Solution

  • User Process
         Create a CSR with the following configurations:
    • Entity: Contact Information
    • Field Restrictions: Day of Birth
    • Organisational Conditions: Customer Service

Note

More Information on Set up visibility conditionscan be found at Creating Conditional Security Restrictions (CSR)

Set up a Privacy Level to be assigned to Subscriptions of Type London

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titleSet up a Privacy Level to be assigned to Subscriptions of Type London

Business Requirement

Company ZX would like to restrict access to Subscriptions created with type London by applying a high Privacy Level.

CRM.COM Solution

  • Configuration
    • Create a PLAR with the following configurations:
      • Name: London Subscriptions
      • State: Active
      • Assignment Options: Specific
      • Privacy Level: High
      • Entity Conditions:
        • Entity: Subscriptions
        • Entity Type: London
Note

More Information on Set up a Privacy Level can be found at Creating Privacy Level Assignment Rules (PLAR)

Company ZX Audit Trail settings

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titleCompany ZX Audit Trail settings

Business Requirement

Company ZX would like to monitor every time a change of address is done.

CRM.COM Solution

  • Configuration 

    Create an active Audit Trail record with the following settings:

    • Entity: Contact Information
    • Fields: 
      • Contact Information Addresses
      • Contact Information Addresses/Area
      • Contact Information Addresses/Country
      • Contact Information Addresses/District
      • Contact Information Addresses/Municipality
      • Contact Information Addresses/Postal Code
      • Contact Information Addresses/State
      • Contact Information Addresses/Street Name
      • Contact Information Addresses/Street Number
      • Contact Information Addresses/Town
      • Contact Information Addresses/Type
Note

More Information on Audit Trail settings can be found at Setting and Using Audit Trail

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