What does this section cover?

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

Automatic Collaboration Rules attributes 

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

         

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

      

   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. 

      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")

      

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
            
   2. ORGANISATIONAL CONDITIONS
      1. Click on "ADD" and select between
         1. COMMUNITY
         2. GROUP
         3. UNIT
      2. Use the Search modal to select the Organisational unit you would like to add.
      3. You can select any type of Organisational unit according to the restrictions that you would like to set or none at all.

      

       

6. From the Action Menu click on SAVE

7. LOG INFORMATION

   Log information section keeps all the logging information related to the specific record

   • Basic set of information available in all entities
     • Created By User: The user that created the entity
     • Created By Unit: The unit of the user that created the entity
     • Updated By User: The user that last updated the entity
     • Updated by Unit: The unit of the user that last updated the entity
     • Date Created: The date the account was entity
     • Date Updated: The date the account was last entity