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IFD and Filtered Views RRS feed

  • Question

  • Hi, we have an IFD deployment of CRM 4 and would like to allow customers to create their own jobs (a custom entity)  in the CRM, but also allow the Call Centre to raise jobs for the same customers. In both cases we would like the customer to be able to see all jobs related to them; but the Call Centre to be able to see ALL jobs regardless of a) who raised them and b)who they were raised for.

    I know we can customise the User \ team entity and associate it with a customer entity, but am not entirely sure which route to take from there.

    In summary:

    Customer 1 logs in via the IFD - they can only raise \ view jobs related to their specific contract(s)

    Call Centre user logs in and can see ALL jobs regardless.

    [The entity relationship is actually more complicated than that - for example jobs can only be raised for properties which are assigned to specific contracts.]

    Thanks in advance for any help.

    Wednesday, May 25, 2011 2:59 PM

Answers

  • This is what the Customer Portal Accelerator is designed to achieve.

    Are your customers modelled in CRM as Contacts/Accounts?  If so, they would not require a User license to login to the Customer Portal - their Contact record is mapped (by default) to a Live ID account which they use to login to the Portal.

    Out of the box, the Customer Portal uses Cases as the central entity for raising "jobs" and communicating progress between Customers and Support staff (CRM users), but you can alter it to do anything you like if you have .NET programming skills at your disposal.


    --pogo (pat) @ pogo69.wordpress.com
    Wednesday, May 25, 2011 7:14 PM
  • If you're determined to use IFD and allow Customers access as CRM Users, you could:

    1. Create their User accounts in a child Business Unit
    2. Assign ownership to the Customer's User account
    3. Allow them access to Jobs at the 'Business Unit' level - so that they can see only their Jobs
    4. Allow internal staff access to Jobs at 'Organisation' level

    --pogo (pat) @ pogo69.wordpress.com
    Wednesday, May 25, 2011 7:18 PM

All replies

  • This is what the Customer Portal Accelerator is designed to achieve.

    Are your customers modelled in CRM as Contacts/Accounts?  If so, they would not require a User license to login to the Customer Portal - their Contact record is mapped (by default) to a Live ID account which they use to login to the Portal.

    Out of the box, the Customer Portal uses Cases as the central entity for raising "jobs" and communicating progress between Customers and Support staff (CRM users), but you can alter it to do anything you like if you have .NET programming skills at your disposal.


    --pogo (pat) @ pogo69.wordpress.com
    Wednesday, May 25, 2011 7:14 PM
  • If you're determined to use IFD and allow Customers access as CRM Users, you could:

    1. Create their User accounts in a child Business Unit
    2. Assign ownership to the Customer's User account
    3. Allow them access to Jobs at the 'Business Unit' level - so that they can see only their Jobs
    4. Allow internal staff access to Jobs at 'Organisation' level

    --pogo (pat) @ pogo69.wordpress.com
    Wednesday, May 25, 2011 7:18 PM