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Back to Security Management Main Page 

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

What does this section cover?

ACRs)

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Table of Contents

Table of Contents
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What is Automatic Collaboration Rules (ACR)

CRM.COM software allows you to set

Navigating to Automatic Collaboration Rules

Info

FOUNDATION > SECURITY MANAGEMENT > SET UP AUTOMATIC COLLABORATION RULES

What are Automatic Collaboration Rules?

Automatic Collaboration Rules (ACR) that provide the ability ACRs) are used to automatically apply entity assignments ( assign the a record on to a specific user User or unit) 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 , to further process the record up to its completion. ACRs are applied when creating or modifying a record that meets the ACR conditions. 
For Organisational Conditions to be met, the logged in User must belong to a Community, Group or Unit which is included in the Organisational Conditions. If no Organisational Conditions are specified, then the ACR is applicable to all usersUsers.

ACR has 2 options from which you can selectis only applicable for the following Assignable entities:

  • Activities
  • Service requests
  • Jobs
  • Leads
Note

ACRs offer two options for Automatic Assignment:

  • Automatic Assignment
of Unit AND / OR user,
  • based on the
Geographical
  • geographical area of the Contact.
  • Automatic Assignment
of Unit AND / OR user,
  • as defined by the setup rule.
  • Navigate to Automatic Collaboration Rules (ACRs) and explore existing entries via the Summary page.  
  • Click on the link (Name or Number) of the entry of your interest to enter the Data Entry page and see more detail. 
  • Use the Actions Menu to create a NEW ACR, modify (EDIT) or DELETE  an existing one.  

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

  • Use the BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the ACR.

Check the Validations Table below for a list of available Actions when working with Automatic Collaboration Rules (ACRs), including each Action's related validations. View the Attributes Table for a comprehensive description of the ACR fields.

Automatic Collaboration RuleImage Added

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validations
validations
Validations

ActionValidations
Create
  • Mandatory fields must be defined.
  • Name and Alternative Code are both unique.
Edit
  • Mandatory fields must be defined.
  • Name and Alternative Code are both unique.
Delete
  • Not Applicable

Anchor
attributes
attributes
Attributes

An * indicates a field is mandatory.

  • 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 areasImage Removed

    • 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
    It defines if Organisational Conditions

    Name

    Description

    Main Information
    Name*The name of the Automatic Collaboration Rule (ACR).
    Entity*The entity that the ACR will be applied onto. Only Assignable Entities can be specified in ACR.Assignment Options
    State*The state of 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 which can be 'Active' or 'Inactive'.
    DescriptionA description of the ACR.
    Priority

    Determines the order in which ACRs should be applied in case multiple are applicable.

    Note

    The selection box includes 5 Priority options (numbered '1' to '5') with '1' being the highest priority. Rules with no defined priority are considered to be of the lowest priority.

    Assignment Settings
    Assignment Options

    Defines how the assignment will be applied. Two options are available:

    • Not based on Based On Covered Geographical Areas : The default option. If selected (default): If selected, then the existing assignment section will become is available and mandatory (as it is today).
    • Based on On Covered Geographical Areas: If selected, then the Assignments based on Covered Geographical Areas section should become be visible (see below). Multiple sets of Units and Users can be specified in that section.
    StateAssignments* 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
    Note

    Available if the Assignment Option 'Not Based On Covered Geographical Areas' is selected.


    The Units or Users that should be selected for assignment, provided the conditions are fulfilled. No more than one unit Unit or one user User can be specified in each per ACR.

    Status
    colourGreen
    titleAvailable from CRM.COM R10.0.0

    The following three options are available:

    • Specific Unit/User: User can specify a specific : Specify a Unit and a User that the entity will be assigned to.
      Specifying a Unit is mandatory whereas specifying a User is optional. The specific User (if specified) must belong to the defined Unit.
    • Logged in In User's Unit: The entity will automatically be assigned to the logged in User's Unit.
    • Logged in In User: The entity will automatically be assigned to the logged in User and the User's Unit.
    Entity Conditions

    The set of entity related conditions which includes the following:

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

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

    Assignments based on Covered Geographical Areas

    It defines Defines a list of Units or Users that which 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 performedautomatically be assigned to newly created records provided that the location of the customer is within the covered geographical area. 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.Rule.

    In order for the system to decide which Unit to be applied select a Unit, it will compare the Geographical Area Areas set at the Unit against the areas with those defined on the assignable entity. For each entity A 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

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

  • 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 InformationImage Removed

    • ASSIGNMENT SETTINGS

    for each entity.

    Note
    • If more than one Unit covers the area in question, then the automatic assignment is not performed.
    • The Geographical Area information is compared to each Entity's distinct address.
    Assignable EntitiesEntity addressed compared against Geographical Area
    ActivityAll available Addresses of the related Contact Information ('Active' and 'Inactive').
    JobJob Location
    LeadAll available Addresses of the related Contact Information ('Active' and 'Inactive').
    Service RequestAll available Addresses of the related Contact Information ('Active' and 'Inactive').

     

    When Searching for Units or Users to add, the

    system

    System will only retrieve the Units (or Users

    that belong to

    from 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

    without a defined Geographical area 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 areasImage Removed

    CONDITIONS

    ENTITY CONDITIONS

    Click on ADD and provide the required information
  • Type
    • Status

    LOG INFORMATION

    Include PageLog Information - GlobalLog Information - Global
    Note

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

    Tip

    Automatic Assignment based on Geographical Areas can also be made through Units. The System first checks if an assignment can be made through an ACR, and if not, proceeds to check whether a match is found via Units.

    Conditions
    Entity Conditions

    The set of entity related conditions which include the following:

    • Entity Type
    • Privacy Level
    • Life Cycle State
    • Status
    • Category
  • Privacy Level
    ACR - Entity ConditionsImage Removed
    • ORGANISATIONAL CONDITIONS
    Include PageSetting Allowed Organisation Units - GlobalSetting Allowed Organisation Units - Global
  • From the Action Menu click on SAVE
    • Organisational Conditions

    A set of the Organisational Units for which the ACR is valid, and in which the Unit of the User creating or modifying a record must be included, for the ACR to be triggered and applied.

    Log Information
    Log DetailsThe standard set of Log Details information available in all entities.
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