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Setting up Automatic Collaboration Rules (ACR)

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Navigating to Automatic Collaboration Rules

FOUNDATION > SECURITY MANAGEMENT > SET UP AUTOMATIC COLLABORATION RULES

What are Automatic Collaboration Rules?

Automatic Collaboration Rules (ACRs) are used to automatically assign a record to a specific User or Unit based on a set of conditions, 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 Users.

ACR is only applicable for the following Assignable entities:

  • Activities
  • Service requests
  • Jobs
  • Leads

ACRs offer two options for Automatic Assignment:

  • Automatic Assignment based on the geographical area of the Contact.
  • Automatic Assignment 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.  
  • 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 Rule

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

Attributes

An * indicates a field is mandatory.

Name

Description

Main Information
Name*The name of the Automatic Collaboration Rule (ACR).
Entity*The entity that the ACR will be applied to. Only Assignable Entities can be specified in ACR.
State*The state of the ACR 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.

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 Covered Geographical Areas (default): If selected, then the existing assignment section is available and mandatory.
  • Based On Covered Geographical Areas: If selected, then the Assignments based on Covered Geographical Areas section be visible (see below). Multiple sets of Units and Users can be specified in that section.
Assignments*

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 or one User can be specified per ACR.

AVAILABLE FROM CRM.COM R10.0.0

The following three options are available:

  • Specific: Specify a Unit and 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 User's Unit: The entity will automatically be assigned to the logged in User's Unit.
  • Logged In User: The entity will automatically be assigned to the logged in User and the User's Unit.
Assignments based on Covered Geographical Areas

Defines a list of Units or Users which will automatically 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 Rule.

In order for the system to select a Unit, it will compare the Geographical Areas set at the Unit with those defined on the assignable entity. A different area will be considered for each entity.

  • 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 will only retrieve the Units (or Users from Units) that have Covered Geographical Areas defined.

i.e., a Unit without a defined Geographical area will not be available when searching.

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
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.

Related Areas

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