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Excerpt
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Understand the usage of User Management within CRM.COM

What does this section cover?

Table of Contents
minLevel2

What is User Management ?

Users Management module is used to create and manage the users of CRM.COM by authenticating the users that can access the system and controlling the areas that are allowed to be accessed.

User Management Glossary

TermsDescription
Unit

A Unit represents a body of users which belong in the same team, following exactly the same business processes, without differentiating in any way.

Organizational Unit

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

Security ProfilesSecurity profiles are used to control user access to various features of the software. Access can be allowed or denied per each CRM.COM module. Each user is assigned to only one security profile.
LDAP Terms
Status
colourRed
titleAvailable from CRM.COM R9
Active Directory

Active Directory (AD) is a directory service that Microsoft developed for Windows domain networks and is included in most Windows Server operating systems as a set of processes and services.  

An AD domain controller authenticates and authorizes all users and computers in a Windows domain type network—assigning and enforcing security policies for all computers and installing or updating software. For example, when a user logs into a computer that is part of a Windows domain, Active Directory checks the submitted password and determines whether the user is a system administrator or normal user.  

Active Directory makes use of Lightweight Directory Access Protocol (LDAP) versions 2 and 3, Microsoft's version of Kerberos, and DNS.

LDAPLightweight Directory Access Protocol is an internet protocol used to access and maintain a distributed organized set of records such as email and/or telephone directories through web applications
Security GroupsSecurity Groups of Active Directory give the ability to the administrator to group users according to the user rights and the permissions which will be assigned to them
User DomainThis can be an IP Address or a string representing an IP Address. This IP Address is assigned to the personal computer of the user. Multiple IP Addresses can exist under the same domain.

User Management Key Processes and Concepts

Processes / ConceptDescription

Creating Users from User Templates

A template within CRM.COM is used in order to reduce manual repetitive work. A user template is used when multiple users with the same characteristics need to be created in the system. All the data that is common between users can be added on a template and only, unique to the user values are left to be completed by the user.

Generate Bulk Users
Status
colourRed
titleAvailable from CRM.COM R9
Users can be created in bulk through a batch process. A user template is used and more settings can be specified for each user, such as password, email and CTI phone extension.
Users with multiple Units

When creating a user you can assign multiple units to them. Based on Network Management, access to data is controlled based on the Group that a Unit belongs to. Therefore a user within a unit, will have access to the data allowed by the Group his unit belongs to.

In order to differentiate access rights of a user based on the unit, on logging in the system, if a user belongs to multiple units then the sign in Unit needs to be selected on log in.
In case  that the user is already logged in the system with a specific unit, they have the option to change the unit,by, selecting SWITCH UNIT button which is available at the Top Menu bar

TOP MENU BAR 

System Access, Super users & Developers
  • Super Users are authorized to access all areas and features of the software. Network Management  and Security Management restrictions are not applicable on super users. A super user can only be set by users which are already super users.
    • In addition detailed error messages are only available to Super users, while the rest of the users, will not have a full view of the error
      Status
      colourRed
      titleAvailable from CRM.COM R9

  • Developers are users which can access the development tools which are embedded in CRM.COM, and are available in all summary pages, data entry pages, analytics and dashboard. Developers are treated as normal users when it comes to Network Management and Security Management restrictions. A developer can only be set by users which are already super users.
User Information panel

User information panel, is available via CRM.COM top menu bar. Via this panel you can see the unit and the group of the user, as well as access your user data entry page in order to change user information.

If the password needs to be updated, then in this case you will be required to enter both the old and the new password, whereas, if the password change is executed by a super user, the old password will not be required.

User Languages
  • User can define 2 different languages. System and Native language which may differ from each other
  • System language is used to set up the language that will be used to translate all labels, tips, warnings and error messages across CRM.COM software, including the values of select boxes, radio buttons etc, if those elements are including fixed values (and not configurable values). System language can be set through the users page or user information panel either by an admin user or by the logged in user.
  • Native language is used to set up the language that will be used to translate additional information for each label, across CRM.COM software. This additional information is displayed when the mouse is placed over a specific label. Native language can be set through the users page or user information panel either by an admin user or by the logged in user.

User Management Network Characteristics

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

Entity
Network Characteristics
Users
User Templates

User Management  Related Modules

Interaction EntityHow
UnitsUsers belong to Units
ActivitiesActivities are assigned to Users
Service RequestsService Requests are assigned to Users
JobsJobs are assigned to Users
LeadsLeads are assigned to Users

 

User Management  - Business Examples

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

Company ZX wants to set up a User account for their Marketing Manager

Panel
nameblue
titleCompany ZX wants to set up a User account for their Marketing Manager

Business Requirement

Company ZX wants to set up a User account for their Marketing Manager with the following requirements:

  • Country: Finland
  • System Language: English
  • Demographics: Male
  • Super User
  • Home Screen to be Analytics

CRM.COM Solution

  • Configuration
     
    • Create New User
    • Enter main information:
      • Username
      • Full Name
      • Email
      • System Language: English
      • Password
    • Demographics:
      • Gender: Male
      • Native Language: Finnish
      • Country of Residence: Finland
    • Preference:
      • Analytics
    • Settings
      • Security Profile: Team Managers
      • State: Active
    • Units:
      • Marketing Unit
    • Save User
    • From User's screen:
      • Actions: Change Settings
        • enable: is Super User
           
Note

More Information on Creating Users can be found at: Creating Users

 

Company ZX wants to set up a User account for their Marketing Manager using a User Template

Panel
nameblue
titleCompany ZX wants to set up a User account for their Marketing Manager using a User Template

Business Requirement

Company ZX wants to set up a User template for their Call Center Operators:

  • Country: Finland
  • System Language: English
  • Home Screen to be Communication Center

CRM.COM Solution

  • Configuration 
    • Create New User Template
    • Enter main information:
      • Template Name: CustomerServiceEnglish
      • System Language: English
    • Demographics:
      • Native Language: Finnish
      • Country of Residence: Finland
    • Preferences:
      • Communication Center
    • Settings:
      • Security Profile: Call Center Agents
      • State: Active
      • Check: Super User, Developer, CTI Enabled
      • Domain: www.companyTV.com
    • Units:
      • isDefault: Admin Unit
      • Additional: Marketing Unit
         
Note

More Information on Creating User Templates can be found at: Configuring User Templates

 

Company ZX wants to set up a User account for their Call Center using an existing User Template

Panel
nameblue
titleCompany ZX wants to set up a User account for their Call Center using an existing User Template

Business Requirement

 Company ZX wants to set up a User account for their Call Center Operators using an existing template:

CRM.COM Solution

  • Configuration 
      • Create New User
      • Enter main information:
        • Template: CustomerServiceEnglish
        • Username: m.jones
        • Full Name: Maria Jones
        • Email: m.jones@companyTV.com
        • Password: (make sure the password meets the system requirements)
      • Demographics:
        • Title: Mrs
        • Date of Birth: 1 May 1975
        • Name Day: 15 August
      • Settings
        • Phone Extension: 2175
Panel
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