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Main Information

Name

Classification: An informational classification of the community which can be 'Internal' or 'External'

Contact Information

The details of the point of contact. A new contact information must be created. Use ADD MORE INFORMATIONto open the contact information Data Entry page.

Groups 

Displays all the groups that belong to the community, which can be created and added to a community through the Actions > Add New Group, available in the Actions menu or through the Groups page.

Units 

Displays all the units that belong the community, which can be added to a group through the groups or units Data Entry page.

Users

Displays all the users that belong the Community which can be added to units through the units or users Data Entry page..

  

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Groups

A group represents a department of your organisation such as, sales, marketing or finance. For each group, you can define a single person or company (contact information) who will be in charge of the group and designated as the point of contact. 

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Main Information

Name

Classification: An informational classification of the group which can be 'Internal' or 'External'

Community: The community that the group belongs to.

Contact Information

The details of the point of contact. A new contact information must be created.

Use ADD MORE INFORMATIONto open the contact information Data Entry page.

Covered Geographical Areas

When new records are entered in the system, they are usually 'owned by a group', which dictates the users that will have access to this record according to the group they belong to.

By setting covered geographical areas to groups, you enable the system to automatically assign a group to new records, using the geographical areas it is covering. Refer to Automatic assignments based on geographical areas for more information on the logic of how the assignment of the group is done.

Set as Owner Group automatically based on Covered Geographical Areas: If enabled, the specific group will automatically be set as the of owner of newly created records provided that the location of the customer is within the covered geographical area. 

You can define Area, District, Town/City and Postal Code as conditions, while if more than one conditions are defined in the same row, they must all be met.

Units 

Displays all the units that belong the group, which can be created and added to a group through Actions > Add New Unit, available in the Actions menu or at the Units Data Entry page.

Users

Displays all the users that belong the group which can be added to units through the units or users Data Entry page..

 

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Units

A unit represents a team within a department such as, team leaders and operators.  For each unit, you can define a single person or company (contact information) who will be in charge of the unit and designated as the point of contact. 

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Main Information

Name

Classification: An informational classification of the unit which can be 'Internal' or 'External'

Group: The group that the unit belongs to.

Community: The community that the unit belongs to.

Contact Information 

The details of the point of contact. A new contact information must be created. Use ADD MORE INFORMATIONto open the contact information Data Entry page.

An accounts receivable can be also added to the unit's contact information by using REGISTER PRIMARY ACCOUNT.

Note

Account information in used by Rewards  module where units can be used to represent partners and the account information is used for crediting or debiting them through Reward Settlement Runs.

Covered Geographical Areas

When a new record is entered in the system, that requires a user to complete it, it is assigned to either a unit or a user, which is responsible for its completion. For example, when a new task (Activity) for installation is created the task is assigned to the 'Installer's Team' and one of the installers will complete the installation.

By setting covered geographical areas to units, you enable the system to automatically assign a unit to new records, using the geographical areas it is covering. Refer to Automatic assignments based on geographical areas for more information on the logic of how the assignment of the unit is done.

Assign Unit automatically based on Covered Geographical Areas: If enabled, the specific unit will automatically be set in the 'Assigned to Unit' of newly created records provided that the location of the customer is within the covered geographical area. 

You can define Area, District, Town/City and Postal Code as conditions. If more than one conditions are defined in the same row then they must all be met.

Sub Units 

Displays all the sub-units that belong the unit, which can be created and added to the unit through the Actions > Add New Sub Unit, available in the Actions menu of the unit Data Entry page.

Users

Displays all the users that belong the group which can be added to units through the users Data Entry page..

 

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Group Collaboration Profiles

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Main Information

Group: The group that will share its data

Community: Read-only and automatically determined by the selected group.

Collaboration Scope: Define whether data from the group will be shared with Specific Groups or All Groups

Warning

If the selected collaboration scope is 'All Groups', it only works for groups that belong to the same community or for communities that collaborate with the community of the group.

Collaboration Settings

If the 'Specific Groups' collaboration scope is selected then collaboration settings are defined for each selected group. Start by 'Adding' the group and defining the settings. For the 'All Groups' collaboration scope the actions are only defined once.

Collaboration Settings: The settings which define the access restrictions to shared data. For each access restriction, you can define which data will be shared, its access level (i.e. None, records of all privacy levels, records of specific privacy level)

Note
titleWhat does each Access Level denote
  • None: The action is not allowed.
  • All Privacy Levels: The action is allowed on records having any privacy level.
  • Specific Privacy Level Groups: The action is allowed on records having a privacy level which belongs to one of the specified privacy level groups. More than one privacy level groups can be specified if this option is selected.
  • Specific Privacy Levels: The action is allowed on records having a privacy level which is equal to one of the specified privacy levels. More than one Privacy Levels can be specified if this option is selected.

View My Records

 

 

 

Defines which, if any data will be available for other groups to view.

  • None
  • All Privacy Levels
  • Specific Privacy Level Group
  • Specific Privacy Levels
Modify My Records
(Includes View) 

Defines which, if any data will be available for other groups to view and modify.

  • None
  • All Privacy Levels
  • Specific Privacy Level Group
  • Specific Privacy Levels


Assign My Records
(Includes View & Modify) 

Defines which, if any data will be available for other groups to view, modify or assign. Assigning of records only refers to Assignable Entities.

  • None
  • All Privacy Levels
  • Specific Privacy Level Group
  • Specific Privacy Levels
Share My Groups

Defines whether the group will be available in the results of processes that search for groups (in Data Entry pages), and also to use it as a value in group related fields of various modules of the software.
For example, to use the specified group as the 'Owned by Group' of a subscription.

  • None
  • All Privacy Levels
Share My Units

Defines whether the units of the group will be available in the results of processes that search for units (in Data Entry pages) and also to use them as a value in unit related fields of various modules of the software.
For example, to use the unit belonging to the specified group as the 'Assign To Unit' of an activity.

  • None
  • All Privacy Levels
Share My Users

Defines whether the users of the group will be available in the results of processes that search for users (in Data Entry pages) and also to use them as a value in user related fields of various modules of the software.
For example, to use the unit belonging to the specified group as the 'Assign To User' of an activity.

  • None
  • All Privacy Levels

 

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Community Collaboration Profiles 

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Manual Link
Area
Description
Configuration
Security ManagementPrivacy Level & Privacy Level GroupsConfigure the privacy level and privacy level groups which can be used in the group collaboration profiles as condtions of the data which can be shared.Optional

 

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Using Network Management

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Automatic assignments based on geographical areas

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Explicit Viewing EntitiesEntity address compared against Geographical Area

Subscription

Subscription location

Job

Job location

Accounts Receivable

Communications

Contact Information

Leads

Activities

Service Requests

All available addresses of the related contact information ('Active' and 'Inactive').

Resource Plans

Warehouses

Reward Offers

Not set automatically

 

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Understanding Network Entity Types

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Table filter
columnEntity Type
Entity Type CRM.COM Entities 

Explicit Viewing Access

Entities which hold information regarding the group that owns the record. They can be viewed only by users belonging to the same group or by users whose group collaborates with the group.

The following information is set on each record:

  • Owned By Group: Definesthe group whose users can view, modify and assign that record by default, without the need for collaboration access rights.
  • Privacy Level: Dictates the collaboration level of that entity record. Privacy Levels are Read-only.
    They are either set automatically by the system where Privacy Level Assignment Rules (PLARs) are defined in the system or by dedicated action. Refer to Security Management for more information.

If no group is defined when creating records of these entities the system automatically sets the 'Owned by Group' to the group of the logged in user or based on geographical areas if any are set up.

  • Accounts Receivable
  • Communications
  • Contact Information
  • Warehouses
  • Leads
  • Resource Plans
  • Subscriptions
  • Activities
  • Service Requests
  • Jobs
  • Reward Offers

Implicit Viewing Access

Entities which don’t hold information regarding the owner of a record.  They can be viewed only by users belonging to the group that owns their master entity or by users whose group collaborates with the group  of the master entit

 The master entity of an Implicit Viewing Entity is an Explicit Viewing Entity.

 

The second entity available in each row, denotes the master entitiy which has 'Explicit Viewing Access' and from which the viewing access is implied

  • Financial Transactions - Accounts Receivable
  • Bills - Accounts Receivable
  • Rated Billing Items - Accounts Receivable
  • Notifications - Contact Information
  • Wallets - Accounts Receivable
  • Wallet Transactions - Accounts Receivable of Wallet
  • Reward Transactions - Accounts Receivable of Rewards Participant
  • Installed Items - Warehouses / Jobs / Subscriptions (depending on allocation)
  • Delivery Notes - Warehouses
  • Warehouse Transactions - Warehouses
  • Resource Plan Entry - Resource Plans
  • Resource Plan Entry Working Hours - Resource Plans
  • Award Reward Transactions - Accounts Receivable of Rewards Participant
  • Spend Reward Transactions - Accounts Receivable of Rewards Participant
  • Reward Participant - Accounts Receivable
  • Subscription Actions - Subscriptions
  • Provided Ad Hoc Discounts - Subscriptions or Jobs
  • Applied Additive Discounts - Subscriptions or Jobs (Ad hoc or auto-apply)

Global Viewing Access

Entities which can be viewed by everyone.
  • Entities not specified as entities with explicit or implicit viewing access
  • Entity types
  • Configuration entities

Exceptional Viewing Access

Entities with specific viewing access
  • Resource Requests
    • Viewed by units that requested the resources.
    • Viewed by units which are requested as resources.
    • Viewed by super users.
  • Groups
    • Viewed by users who access the system using a unit that belongs to the specific group.
    • Viewed by users who access the system using a unit that belongs to a group that collaborates with the specific group (provided "Share My Group" is selected).
    • Viewed by super users.
  • Units
    • Viewed by users who access the system using the specific Unit.
    • Viewed by users who access the system using a unit that belongs to the same group as the specific Unit.
    • Viewed by Users who access the system using a unit that belongs to a group that collaborates with the group that the specific unit belongs to (provided "Share My Units" is selected).
    • Viewed by super users.
  • Users
    • Viewed by users who access the system using a unit that belongs to the same group as one of the units that the User belongs to.
    • Viewed by users who access the system using a unit that belongs to a group that collaborates with the group that includes one of the units that the User belongs to (provided "Share My Units" is selected).
    • Viewed by super users.

Controlled Selection Access

Entities which can be selected by all users, but with restrictions defined at the module level by defining the Allowed Organisational Units (AOUs).

  • Entries of these entities can be viewed by all users (regardless of the AOUs) if they have already been selected and applied on another record.
  • Any entry of such entity created with defined AOUs cannot be set as a default value within the system, as it won't be available for Users belonging to any Organisational Unit.

Entries of this entities have a definition section where all the AOUs which can select those records are specified. The following options are available:

  • Communities: available for all users of groups or units belonging to specified communities.
  • Groups: available for all users of units belonging to specified groups.
  • Units: available for all users of the specified units.
  • Users: available for all users of if no AOU is defined

 

  • Price Plans
  • Additive Discounts
  • Warranties
  • Vouchers
  • Privacy Level Groups
  • Presentment Preferences
  • Communication Queue External Systems
  • Communication Templates
  • Additive Discount Definitions
  • All Transactional Entity Types
    • Activity Types
    • Communication Types
    • Lead Types
    • SLA Types
    • Warranty Types
    • Job Types
    • Order Types
    • Service Request Types
    • Subscription Types
    • Financial Transaction Types
    • Voucher Types
    • Wallet Transaction Types
    • Reward offer Types
    • Reward Schemes

Contact Information based Entities

Records of these entities cannot exist if they are not associated with contact information. For these entities, a contact must be selected when creating a new record. 
  • Accounts Receivable
  • Activities
  • Communications
  • Leads

Accounts Receivable based Entities

Records of these entities cannot exist if they are not associated with an accounts receivable. For these entities, an account must be selected when creating a new record. 
  • Subscriptions
  • Jobs
  • Service Requests
  • Wallets

Assignable Entities

Entities which require a course of action and can be assigned to a unit or a user, which will be responsible for performing the actions.

Assignable entities have their records assigned to either a unit or user. This is done through the 'Assigned To' component which is globally used by all Assignable Entities. The component includes the following:

  • Assigned to Unit: The unit that should deliver the task. It defaults to empty and must be specified. If the 'Assigned to' user is specified, then it automatically defaults to the unit that the 'Assigned To' user belongs to.
  • Assigned to User: The user that should deliver the task. It defaults to empty. If the 'Assigned To' user is specified then the 'Assigned To' unit defaults to the unit that the 'Assigned To' user belongs to.

Note

It is possible to only define the unit when creating an Assignable Entity. In this case, before any further processing, the entity must be 'Accepted' by a user that belongs to the defined unit, via the dedicated ACCEPT Action.

In the case that only a user is selected, then the system will automatically set the unit to that which the defined user belongs to.

  • Activities
  • Service requests
  • Jobs
  • Leads

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Network Management Business Examples

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