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Learn to work with Network Management

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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
columnEntity Type
id15550526353362daaa016db1782718d5aec97a45dc569
Entity TypeApplies toDescription

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).

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.

 

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.

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.

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.

 

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. 

Accounts Receivable Based Entities

  • Subscriptions
  • Jobs
  • Service Requests
  • Wallets
  • Bills
  • Financial TRansactions
  • Customer Events
  • Rewads Rewards 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. 

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.

Note

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.

...

Main Information

Name

Classification: 'Internal' or 'Partner' (for information). Partners must have an accounts receivable.

Set up an Accounts Receivable on: For partner classification only. Select between:

  • Partner Group: An account is automatically created and associated with the newly created contact on saving. Units under a group with an account cannot have accounts of their own.
  • Partner Unit: Units belonging to the group must also have an account of their own.
Note

Set default under Partner Settings: Foundation > Platform > Admin Settings > General Settings.

The rewards module uses account information to credit or debit partners (represented by groups and units) through reward settlement runs.


Community (that the group belongs to)

Is Single Unit: One unit must be created only and assigned to the group. 

Contact Information

Details of the new representative. The contact information is created automatically and takes the name of the group.

Covered Geographical Areas

New records are assigned to a group (through the 'Owned by Group' field), which designates the users that can access the record.

Geographical areas can also be assigned to specific groups, making it possible for the system to automatically assign a group to new records by using the group's geographical area. Refer to Automatic assignments based on geographical areas for more information.

Set as Owner Group automatically based on Covered Geographical Areas

Area, District, Town/City and Postal Code can be definedas conditions. Conditions defined in the same row must all be met.

Units 

Displays the units that belong to the group or which can be created and added by using Add New Unit, available in the Actions menu or through the Units Data Entry page.

Users

Displays the users that belong to the group, which can be added to a unit through the Units or Users Data Entry page.

...

Main Information

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.

Inward Collaboration

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.
Note

Set default under Partner Settings: Foundation > Platform > Admin Settings > General Settings.

The rewards module uses account information to credit or debit partners (represented by groups and units) through reward settlement runs.

...

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: 

...

 Mandatory   Configurable

Main Information

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

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
titleWhat does each Access Level denote
  • 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.

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
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


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
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.

  • None
  • All Privacy Levels
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.

  • None
  • All Privacy Levels
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.

  • None
  • All Privacy Levels
Inward Collaborations

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.

...

When a community collaboration is cloned, all of the communities that the community collaborates with are replicated in the new collaboration profile.

When a group collaboration is cloned, all of the groups that the group collaborates with and the collaboration settings are replicated.

To clone any of the above entities, use Clone (entity) from the Actions menu of the respective page and provide the required information.

...

Set up Network Management for your business network

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titleCompany ZX wants to set up its organisation network management

Scenario 1

Company ZX wants to set up its Network Management for two organizational units (Internal and Partner) with the following structure:

Organisation Hierarchy

Solution

Communities

  • Create a Community for External Organizational Units.
  • Create a Community for Internal Organizational Units.

Groups

  • Add Groups on the Internal Community (through 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 to the External Community (through the Groups page).
    • Add a Group for sales partner 1, classify as Partner.
    • Add a Group for sales partner 2, classify as Partner.

Units

  • Add Units on sales branch 1 (through the Groups page).
    • Add operators sales branch 1 Unit.
    • Add team leaders sales branch 1 Unit.
      (Repeat the same for all internal and partner groups)
  • Add a Sub-Unit for each operator sale branch.
    • Add call operator Sub-Unit.
    • Add vehicle operator Sub-Unit.

Users (User Management)

  • Add users to each Unit.
    • Add Call Operator Users.
    • Add Vehicle Operator Users.

Automatic Group Assignment

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titleSet up Automatic Group Assignment

Scenario 2

Company ZX wants to set the 'Owned By Group' of all applicable entities based on the area in which the customer is located, as the information will always be handled by departments in the respective location. There are three '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 

Solution

  • Configuration
    • Create three groups in the system
      • London
      • Birmingham 
      • Manchester
    • For all the groups select the option: Set as Owner Group Automatically Based on Covered Geographical Areas.
    • In the geographical area section of each group provide the respective towns.
Note
titleNotes

 

Glossary  

CRM.COM TermDefinition
Organisational Unit

A unit, group or community, used to organize the company’s network.

Privacy Level

A numeric value (ascending with higher privacy) used to control access to view and modify data shared between organizational units.

 

 

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