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Understand the usage of Network Management within CRM.COM

What does this section cover?

Table of Contents
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What is Network Management ?

Netowrk Management module is used to organize your business into Communities, Groups, and Units (aka Organisational Units) and to define how they should collaborate between them, in order to provide the correct level of access to data, according to which organisational unit you belong.

Within the Network Management module you have functionality that can be set up to define additional restrictions based on various conditions such as restricting viewing access to specific fields or actions based on entity or organisational conditions,create various automations, such as assignment of tasks to users based on their geographical area, and various other functions, that increase flexibility on definition of access rights within the system.

Network Management Glossary

TermsDescriptions
Organisational UnitOrganisational Units are used to organize the company’s network and define the collaboration between them. Communities, Groups and Units are all considered organisational units

Community

 

A Community represents a body of users which belong to one or more business departments, following common or similar business processes, and collaborating with each other.
GroupA Group represents a body of users which belong to the same department and one or multiple teams within the department, following common business processes, and collaborating with each other
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.

Collaboration

The ability to:

  1. Share data between Communities or Groups in order to be viewed, modified or assigned
  2. Share Groups, Units or Users between Communities or Groups in order to be used to define ownership or assignments

Privacy Level

Privacy Levels are used to control access to data and how they can be shared within organizational units.

Network Management Key Processes and Concepts

Processes / ConceptDescription
Defining Privacy Level

Privacy Level can be understood as a simple value that is required by more complex CRM.COM processes to define access level to records based on collaboration of Organisational Units. Privacy Level by itself it has no effect on the record.

For example, take the following scenario:

Assume you have 2 departments, and each department has access only to Accounts of its own department. Now the 2 departments have merged and they should share their data, apart from accounts that belong to people that have signed a non disclosure agreement, and their data is only to be accessed by the initial department.

In the scenario described above, the sensitive data which are the accounts, will need to be marked with a High Privacy level. Once the Group collaboration rules are set up, so that the 2 departments can share data, the records with High Privacy Level can be excluded from the collaboration, so that their access will remain restricted to the initial group.

Defining Collaboration of Organisational Units

CRM.COM provides the possibility to create collaborations between communities or between groups. This feature will allow different groups or communities to create/view/edit information that in the first place only one of the collaborative bodies would be able to do so.

Visit Setting up Community Collaboration Profiles to find out more information on defining collaboration between Communities

Visit Setting up Group Collaboration Profiles to find out more information on defining collaboration between Communities

Network Management Entity TypesDifferent behaviors related to access rights, within CRM.COM Network Entity types are used to categorize and control access to CRM.COM entities/modules, as well as define global behavior of these entities based on their network entity type, within the system.
Working with CRM.COM Organisational Units

You have the option to set up CRM.COM in such a way, to mimic the structure of your company, and base your access levels within the system based on this structure. In more detail there are 3 levels of OU-Organisational Units

  • Communities
    • Multiple single layer Communities can exist.
    • Each Community can have multiple single layer Groups
  • Groups
    • A Group can belong only to one Community
    • Each Group can have multiple Units.
  • Units
    • A Unit can belong only to one Group
    • Units are build in a hierarchical structure, meaning that each Unit can have sub units
    • Each Unit can have multiple Users
    • Users can belong to multiple Units, therefore to multiple Groups or Communities
    • Users login to the system by selecting one of the Units that they belong to

Network 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.

EntityNetwork Characteristics
Units
Groups
Communities

Network Management  Related Modules

Interaction EntityHow
All CRM.COM entitiesNetwork Management interacts with all CRM.COM modules as it is responsible for defining access level rights.
Explicit Viewing Access Entities

Implicit Viewing Access Entities

Assignable Entities

Controlled Selection Access Entities

 

Network Management  - Business Examples

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

Set up Network Management for your business network

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titleCompany ZX wants to set up its organisation network management

Business Requirement

Company ZX would like to set up its Network Management for two organisational units: external and internal with the structure provided in the following diagram:

Network Management-Organisation Example

CRM.COM Solution

Configuration 

  • Create a community for external organisational units
    • Classify the community as external
  • Create a community for internal organisational units
    • Classify the community as internal
  • Add groups on the internal community (within the community page)
    • Add a groups for managers, classify it as internal
    • Add a group for sales manager, classify it as internal
    • Add a group for sales branch 1, classify it as internal
    • Add a group for sales branch 2, classify it as internal
    • Add a group for finance, classify it as internal
  • Add groups on the external community (within the groups page)
    • Add a group for sales partner 1, classify as external
    • Add a group for sales partner 2, classify as external
  • Add units on sales branch 1 (within the groups page)
    • Add operators sales branch 1 unit
    • Add team leaders sales branch 1 unit
  • Repeat the same for internal and external groups (within the units page)
  • Add a sub unit for each operators sale branch
    • Add call operators sub unit
    • Add vehicle operators sub unit
  • Add users in each unit
    • Add Call Operators Users
    • Add Vehicle Operators Users

Set up Automatic Group Assignment

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titleSet up Automatic Group Assignment

Business Requirement

Company ZX would like to set the Owned By Group of all the applicable entities based on the Geographical area they belong to. They have 3 Owned by Groups, London, Birmingham and Manchester

  • London Metropolitan Area
    • Southend 
    • Chatham 
    • Luton/Dunstable
    • Reading
  • Birmingham metropolitan area
    • Coventry
    • Nuneaton
    • Redditch
    • Kidderminster
  • Manchester metropolitan area
    • Manchester
    • Macclesfield 

CRM.COM Solution

  • Configuration
    • Create 3 groups in the system
      • London
      • Birmingham 
      • Manchester
    • For all of the groups select the option: Set as Owner Group Automatically Based on Covered Geographical Areas
    • In the Geographical area of each of the Groups provide the related towns as in the screenshots below
     
Note

More Information on Setting Up Automatic Group Assignment can be found at: Creating Group

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