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Find out how to set up Automatic Collaboration Rules (ACR)

What does this section cover?

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What is Automatic Collaboration Rules (ACR)

CRM.COM software allows you to set Automatic Collaboration Rules (ACR) that provide the ability to automatically apply entity assignments (assign the record on a specific user or unit) based on a set of conditions. 

Automatic Collaboration Rules are applied if the entity and organisational conditions are fulfilled whenever a record is created or whenever a record is modified and the information which is included in the ACR conditions has changed (i.e., entity type or privacy level).

In order for organisational conditions to be applied, the logged in user should belong to a community, group or unit which is included in the organisational conditions. If nothing is specified there then the ACR is applicable to all users.

ACR has 2 options from which you can select:

  • Automatic Assignment of Unit AND / OR user, based on the Geographical area of the Contact
  • Automatic Assignment of Unit AND / OR user, as defined by the setup rule 

ACR can only be set for the following entities which are defined as Assignable entities:

  • Activities
  • Service requests
  • Jobs
  • Leads

Creating, Editing & Deleting Validations & Restrictions

Action
Validations
General
  • Not applicable
Create
  • Multiple ACR rules can be defined in the system as long as they have a unique name
Save
  • Mandatory Fields:
    • Name
    • Entity
    • State
    • Assignments
Edit
  • Not applicable
Delete
  • Not applicable

Automatic Collaboration Rules attributes 

Name

Description

Name*The name of the ACR
Entity*The entity that the ACR will be applied on. Only Assignable Entities can be specified in ACR.
Assignment Options

It defines if the ACR will be assigning the record to a user or unit based on the geographical area that they are covering (and the rest of conditions) or not. The following assignment options are available:

  • Not based on Covered Geographical Areas: The default option. If selected then the existing assignment section will become available and mandatory (as it is today)
  • Based on Covered Geographical Areas: If selected then the Assignments based on Covered Geographical Areas section should become visible (see below). Multiple sets of Units and Users can be specified in that section.
State* The state of the ACR which can be active or inactive
DescriptionA description of the ACR
Priority

Determines the priority of the ACR in order to determine which automatic collaboration rule should be applied in case that multiple automatic collaboration rules are applicable. The select box includes 5 options (from 1 to 5). The option with the highest priority is 1 and the option with the lowest priority is 5. Rules with no priority defined are considered as the lowest priority.

Assignments*A selection of unit or user that should be used for assignment if the conditions are fulfilled. No more than one unit or one user can be specified in each ACR
Entity Conditions

The set of entity related conditions which includes the following:

  • Entity Type
  • Privacy Level
  • Life Cycle State
  • Status
  • Category
Organisational Conditions

A set of the organisational units for which the ACR is valid for

Assignments based on Covered Geographical Areas

It defines a list Units or Users that will be used as assignment information if they are covering the assignable entity record's geographical area. If more than one units are covering that area then the automatic assignment is not performed. Each combination of Unit and / or User should be unique per each rule. This section is mandatory if the "Based on Covered Geographical Areas" option is selected.

In order for the system to decide which Unit to be applied it will compare the Geographical Area set at the Unit against the areas defined on the assignable entity. For each entity different area will be considered

  • Activity: Will retrieve the areas from all the addresses defined on the contact
  • Job: Will retrieve the area from the address defined as Job address
  • Lead: Will retrieve the areas from all the addresses defined on the contact
  • Service Request: Will retrieve the areas from all the addresses defined on the contact

If multiple addresses match then none will be set.

Note
Automatic Assignment based on Geographical Areas can also be done through UNITS. Thus if no assignment is done through the ACR then the system will proceed to check whether a match is found via the Units 

Defining your own Automatic Collaboration Rules tailored to your company's needs

  1. Navigate to FOUNDATION > SECURITY MANAGEMENT > SET UP AUTOMATIC COLLABORATION RULES
  2. Search for the Automatic Collaboration Rule or click on NEW to create a New one

  3. MAIN INFORMATION

    1. Provide the required information
      1. Name
      2. Entity: The entity that the ACR will be applied on 
      3. State
      4. Priority Order: Determine which ACR rule should be applied in case that multiple rules are applicable for a certain record. If the record meets more than one rules with the same priority then one of the rules will be selected at random

      5. Description

        ACR - Main Information

  4. ASSIGNMENT SETTINGS

    1. Not based on Covered Geographical Areas: The default option. If selected then the existing assignment section will become available and mandatory
      1. Unit: Select the Unit it should be assigned to
      2. User: Select the user it should be assigned to

      ACR - Not based on geographical areas

    2. Based on Covered Geographical Areas: If selected then the Assignments based on Covered Geographical Areas section will be made available in the lower tabs and the information is mandatory
      It defines a list Units or Users that will be used as assignment information if they are covering the assignable entity record's geographical area. The geographical area that each unit covers is defined in the Units module. 

      Info

      When Searching for Units or Users, the system will only retrieve the Units (or Users that belong to Units) that have Covered Geographical Areas defined in them.

      i.e., if you have a Unit that you have not defined any Geographical areas for, then the unit will not be available when searching. (This is applicable only in case that the Assignment Option is set to "Based on Covered Geographical Areas")

      ACR - Based on geographical areas

  5. CONDITIONS

    1. ENTITY CONDITIONS

      1. Click on ADD and provide the required information
        1. Type
        2. Status
        3. Life Cycle State
        4. Category
        5. Privacy Level
          ACR - Entity Conditions
    2. ORGANISATIONAL CONDITIONS
      Include Page
      Setting Allowed Organisation Units - Global
      Setting Allowed Organisation Units - Global
  6. From the Action Menu click on SAVE

  7. LOG INFORMATION

    Include Page
    Log Information - Global
    Log Information - Global


Note

Visit Understanding Security Management for business examples related to Automatic Collaboration Rules (ACR)

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