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Understand the usage of Access Tokens within CRM.COM.

What does this section cover?

Back to Access Tokens Main Page

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Table of Contents

Table of Contents
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What are Access Tokens?

Access tokens Tokens are used to identify a customer, user or app that can access and authenticate customers, users or applications with access to CRM.COM and authenticate them while accessing the system. Access tokens Tokens can be created automatically by the system System or manually through the UI or the Web API.  They are primarily used when access is required to CRM.COM data from a 3rd party System, such as a mobile application or a portal.
For example, an organisation may allow its customers to register through its portal and access their personal information from CRM.COM, by identifying and authenticating themselves through the use of an Access Token.

Access Tokens Glossary

TermsDescriptions
Rewards ParticipantsThe customers Customers who have signed up for rewards or have been automatically selected to participateto participate in the Rewards campaign.
Accounts ReceivableThe financial account which can be used to uniquely identify a customer in the System
Authentication Code

The code which uniquely identifies and authenticates a user/System (usually used by apps and 3rd party Systems) accessing CRM.COM.

If an Authentication Code is used, then an Identifier and Pass Code are not mandatory.

Identifier

A sequence of characters used to identify a user in CRM.COM, such as their username.

If an Identifier is used then the Pass Code is mandatory. An Identifier and Pass Code are usually used by single users.

Pass Code

The code used to authenticate a user that is trying to access CRM.COM.

If an Identifier is used then the Pass Code is mandatory. An Identifier and a Pass Code are usually used by single users.

Verification CodeA code that can be automatically generated together with each new Access Token and used for its verification and activation.
The generation process of the Verification Code is configurable.

Access Tokens Key Processes and Concepts

Updating Access Token
Processes / ConceptDescription

Creating & Assigning Access Tokens Through other Modules

The System provides the ability to create or assign Access Tokens through the following modules, other than from the Access Token Data Entry page.

  • Rewards Participants
  • Accounts Receivable

Users have the ability to select or create the access token Access Token which is used to identify and access the participant or the account.
The formatting and the generation of the Access Token attributes, are dependent on the configuration of the active 'Active' Access Token Definition. Use the tooltips

Note

When you create a new Access Token via the Access Token Data Entry page, you can use the tool-tips to see the rules governing the formatting and generation of

the fields, as defined in the active definitionVisit Creating & Assigning Access Tokens to other entities

attributes according to the Active Access Token Definition or Access Token Classifications 

TOOLTIPSImage Added

View Managing Access Tokens and Applying Access Token Definition Settings on Access Tokens for more information.

 

As from

Status
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titleCRM.COM R10
the Access Token attributes can be dependent on the Access Token Classifications instead of the Access Token Definition.

Updating the Life Cycle State of Access Tokens

The Life Cycle State of an Access Token defines whether the token will be active or not.
Only active access tokens 'Effective', 'Not Effective' or 'Pending Verification'
Only 'Effective' Access Tokens will allow customers to be logged-in and authenticated in CRM.COM.
If there is no longer any entity related to it, then the Life Cycle State can be automatically set to 'Not Effective'

View Managing Access Tokens for more information.

Verifying & Using Access Tokens Pending Verification 

The Life Cycle State of an active token will be automatically set to Not Effective, if there is no longer any entity related to it.

Visit Updating Access Token Life Cycle State for more information.

Communicating new Access Token

If an access token is to be created for a customer that either holds an account receivable or is a rewards participant, then the related information (access token - login details) will need to be communicated to the customer.

CRM.COM has provides an automatic feature whereby, whenever a new participant or account receivable is created with an access token, or an access token assigned to any of the 2 enitities, the system can directly sent a communication, i.e. via email, sms or any other external system, with the required information.

Visit Communicating Access Tokens for more information

Verifying & Using Access Tokens Pending Verification

Status
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titleAvailable from CRM.COM R9
Access tokens which are in Pending Verification life cycle state:

  • The related entities (accounts receivable or rewards participants) cannot be retrieved through UI or Web API if that access token is used as an identifier
  • They can be verified by specifying the verification code

Access Tokens Network Characteristics

Access Token will dictate whether the token can be used to connect to CRM.COM. Only a token with an 'Effective' Life Cycle State is considered valid for connection.

Access Token with 'Pending Verification' Life Cycle State, require verification from the customer before they can be set to 'Effective' and used to access CRM.COM.

The Verification Process is initiated when a new Access Token is created.

  • The Access Token is created in a 'Pending Verification' Life Cycle State
  • The Verification Code is automatically generated by the System and sent via a Communication (which can be email or SMS) to the customer  
  • The customer calls and verifies his Access Token by providing the Verification Code
  • Once verified, the Life Cycle State is changed to 'Effective' and the Access Token may be used to access CRM.COM
Note

The Verification process is not mandatory. If not configured, then Access Tokens will be directly created in an 'Effective' Life Cycle State.
You can enable and configure the Verification Process in the Access Token Definition.

Refer to the Business Example below to find out the configuration requirements in order to use the Verification Process.

Communicating new Access Tokens

the related information (Identifier and Pass Code or Authentication Code) can be communicated to them.

Whenever a new Rewards Participant or Accounts Receivable is created with an Access Token, the System can automatically communicate required information such as Identifier and Pass Code or Authentication Code, via email, sms, or any other system used to communicate with the customer

This communication preference can be set up through the Active Access Token Definition. 

Resetting the Pass Code 

Access Tokens are used to identify and authenticate a user in CRM.COM by either using:

  • An Authentication Code
    or
  • An Identifier and a Pass Code 

Pass Codes function like passwords. If a Pass Code is lost or needs to be updated, then the Reset Pass Code action can be used to generate a new Pass Code for the Access Token, without having to provide the old Pass Code.

Access Tokens Access & Viewing Controls

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

Not applicable

.

EntityNetwork CharacteristicsDescription
Access TokensGlobal Viewing EntitiesAccess Tokens have no access restrictions. They can be viewed and selected by all users.

Access Tokens Related Modules 

EntityInteraction of Access Tokens with EntityHow
Reward ParticipantsAccess tokens Tokens are used to identify Reward Participants
Accounts ReceivableAccess tokens Tokens are used to identify Accounts Receivable

 

Access Tokens - Business Examples

The following section provides business examples of how the Access Tokens module is used in CRM.COM .

Creating and Verifying an Access Token

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titleUsing Access Tokens for Rewards Participants

Business Requirement

Company ZX has created a mobile app for customers participating in its Loyalty scheme. Customers can register via the app using their email address. Once registered they receive a Verification Code in their inbox. Once the code is received the customers must provide that code on the app so that they can log into the System and access their personal details.

 

CRM.COM Solution

In order to meet the above requirement, integration of the mobile app to CRM.COM is required using the available CRM.COM WEB APIs.
The solution described below, describes CRM.COM configuration.

Configuration


Communication Template

A Communication Template should be set up in the System, in order to communicate with the customer every time an Access Token is related to a Rewards Participant.
The communication template media can be set to EMAIL so that when the communication is created, the customers receive their verification code by email.

Info

 

Dear  #accounts_receivable.name  

Welcome to our family!

Please use the following code to activate your account:  #access_token.verification_code  

Once the account is activated please use the following information to access your personal account.

 

Access Token Number: #access_token.number

Access Token Identifier: #access_token.identifier

Access Token Pass Code: #access_token.pass_code

 

 

Access Token Definition   

Set up the Access Token Definition using the configuration provided below.

  1. Identifier: format email address
  2. Pass Code: define required restriction
  3. Automation: Select Allow Creating Access Tokens with No Identifier and Pass Code
  4. Rewards Participant
    1. Select Require Verification
  5. Communication Settings > Rewards Participants
    1. Select Enable on Assigning Access Tokens to Rewards Participant
    2. Select the created Communication Template that includes the #access_token.verification_code tag (This tag will be replaced by the generated verification code).
       

Using the Verification code

Once a new customer registers through the mobile app, CRM.COM will:

  • create the Access Token in a 'Pending Verification' Life Cycle State
  • generate a verification code, which will be sent to the customer

The customer can then provide the verification code via the mobile app.  The Access Token's Life Cycle will be changed to 'Effective', allowing the customer to log into the mobile app using their new account.

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