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Overview
Network management is the process of defining the structure of an organization's internal departments and external partner network, and subsequently defining access to data, at record level.
Major features
- Simulate the structure of your business departments and partner network
- Use communities, groups, and units to represent organizations, departments and teams (respectively)
- Establish access levels within the system.
- Use Network Entity Types to classify and control access to CRM.COM modules and define their behavior within the system.
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Understanding network entity types
An understanding of CRM.COM network entity types is essential for setting up network management.
All CRM.COM entities such as subscriptions, subscription types and activities can belong to multiple entity network types. For example, the activities module is defined as an implicit viewing entity as well as an assignable entity. Entity entries inherit their functionality and access behavior from the network entity type.
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| Table filter |
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| Entity Type | Applies to | Description |
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Explicit Viewing Access | - Accounts Receivable
- Communications
- Contact Information
- Warehouses
- Leads
- Resource Plans
- Subscriptions
- Activities
- Service Requests
- Jobs
- Reward Offers
| Entities which hold information regarding the group that owns the record. They can be viewed only by members of the group or by members of a collaborating group. The following information is set on each record: - Owned By Group: Definesthe group whose users can view, modify and assign a record by default, without the need for collaboration access rights.
- Privacy Level: Defines the collaboration level of the entity record. Privacy levels are read-only, set automatically if defined in PLAR or by dedicated action. Refer to Security Management for more information.
If a group is not defined when creating records, the system sets the record as 'Owned by Group' of the logged in user or based on geographical area (if defined). |
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Implicit Viewing Access | In the following list, entities are presented in bold (left) and followed by their master entity (right).
The master entity has explicit viewing access.The access to the implicit entity depends on the access of the master entity.
- 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)
| 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 entity. The master entity of an implicit viewing entity is an explicit viewing entity. |
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Global Viewing Access | - Entities not specified as entities with explicit or implicit viewing access
- Entity types
- Configuration entities
| Entities which can be viewed by all users. |
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Exceptional Viewing Access | - Resource Requests
- Viewed by the 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 through a unit that belongs to the specific group.
- Viewed by users who access the system through 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 through the specific unit.
- Viewed by users who access the system through a unit that belongs to the same group as the specific unit.
- Viewed by users who access the system through 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 through 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 through 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.
| Entities with specific viewing access. |
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Controlled Selection Access | - 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
| Entities which can be selected by all users, but with restrictions defined at module level through Allowed Organisational Units (AOUs). - Entries can be viewed by all users (regardless of the AOUs) if they have already been selected and applied on another record.
- Any entry 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 organizational unit.
Entries 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.
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Contact Information Based Entities | - Accounts Receivable
- Activities
- Communications
- Leads
| Records cannot be present in the system if they are not associated with contact information. A contact must be selected when creating a new record. |
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Accounts Receivable Based Entities | - Subscriptions
- Jobs
- Service Requests
- Wallets
- Bills
- Financial TRansactions
- Customer Events
- Rewads Participants
- Rewards Participating Merchants
| Records cannot be present in the system if they are not associated with an accounts receivable. An account must be selected when creating a new record. |
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Assignable Entities | - Activities
- Service Requests
- Jobs
- Leads
| Entities which require a course of action and can be assigned to a responsible unit or user. Assignable entities have records assigned to a unit or user through the global 'Assigned To' component. The component includes the following: - Assigned to Unit: The unit that should deliver the task. It defaults to 'none' 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 'none'. If the 'Assigned To' user is specified then the 'Assigned To' unit defaults to the unit that the 'Assigned To' user belongs to.
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Defining a user is not mandatory while creating an assignable entity. It is possible to define just the unit. In this case, the entity must be 'Accepted' by a user that belongs to the defined unit (using the dedicated action) before further processing. If only a user is selected, then the system will set the unit to that of the defined user. |
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| Main Information |
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Community (that will allow its groups to share data through group collaboration profiles) Collaboration Scope: Define whether data from groups of this community will be shared with groups of 'Specific' or 'All' Communities. |
Collaboration with Communities | The 'Specific Communities' with which the community shares data. |
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| Inward Collaboration |
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View existing community collaborations established through an explicit definition (specific community) or through collaboration with 'All Communities' and either: - Add to existing: Make data shared among communities also available to this community by updating existing community collaboration profiles.
OR - Add new: Make data not shared among communities available to this or other communities by creating a new community collaboration profile.
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CRM.COM data is subject to different levels of access. The level of access depends on the group (or business department) of the user.
For example, if customer Z belongs to group A then only users belonging to group A will have access rights to customer Z entries.
Data can be shared between groups (departments) by setting up group collaborations and defining restrictions on:
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Mandatory Configurable
| Main Information |
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Group (that will share its data) Community: Read-only and determined by the selected group. Collaboration Scope: Define whether data from the group will be shared with 'Specific' ' or 'All' Groups. |
| Collaboration Settings |
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If the 'Specific Groups' collaboration scope is selected, then collaboration settings are defined for each group. Start by Adding the group and defining the settings. For the 'All Groups' collaboration scope the actions are only defined once. Collaboration Settings: Define access restrictions to shared data. For each restriction, you can define which data will be shared and its access level ('None', 'All Privacy Levels', 'Specific Privacy Level', 'Specific Privacy Level Groups'). | Note |
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| title | What does each Access Level denote |
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| - None: The action is not allowed.
- All Privacy Levels: The action is allowed on records of any privacy level.
- Specific Privacy Level Groups: The action is allowed on records with a privacy level which belongs to one of the specified privacy level groups. More than one privacy level group can be specified.
- Specific Privacy Levels: The action is allowed on records with a privacy level which is equal to one of the specified privacy levels. More than one privacy level can be specified.
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View My Records | Defines the data (if any) that will be available for other groups to view. - None
- All Privacy Levels
- Specific Privacy Level Group
- Specific Privacy Levels
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Modify My Records
(Includes View) | Defines the data (if any) that will be available for other groups to view and modify. - None
- All Privacy Levels
- Specific Privacy Level Group
- Specific Privacy Levels
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Assign My Records
(Includes View & Modify) | Defines the data (if any) that will be available for other groups to view, modify or assign (for Assignable Entities). - None
- All Privacy Levels
- Specific Privacy Level Group
- Specific Privacy Levels
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| Share My Groups | Defines whether the group will be available in (Data Entry page) search results and for use as a value in group-related fields of various modules.
E.g., to use as the 'Owned by Group' of a subscription. |
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| Share My Units | Defines whether the units of the group will be available in (Data Entry page) search results and for use as a value in unit-related fields of various modules.
E.g., to use the unit as the 'Assign To Unit' of an activity. |
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| Share My Users | Defines whether the users of the group will be available in (Data Entry page) search results and for use as a value in user-related fields of various modules.
E.g., to use the unit as the 'Assign To User' of an activity. |
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| Inward Collaborations |
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View the existing group collaborations that share their data with this group, either through an explicit definition or through collaboration with all groups. There are two options: View existing group collaborations established through an explicit definition (Specific Group) or through collaboration with 'All Groups' and either: - Add to existing: Make data shared among groups also available to this group, by updating existing group collaboration profiles.
OR - Add new: Make data not shared among groups available to this or other groups by creating a new group collaboration profile.
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