CRM -- WorkForce & Authorized Users

Hi we are on 9.05.701.
Workforces may work slightly differently, but here goes.

Technically.  Workforce is actually the salesrep table (nothing like confusion)  it is used in Sales Management (CRM, Quotes/Orders) ,but it is also used in Service Management for time and expense entry and time and expense approval, and project management (eg approval of project related time and expenses)

You can link Workforces to User Ids, via the Person contact record/ and or the Employee record.  So as I understand it while the Workforce is important the Person Contact is the cornerstone in a lot of aspects. (a great example is the requestor in CRM Cases)

Workforces also tie into Territories as previously mentioned.  If you have more than one territory then is it is possible to prevent some of your customer base from being seen by users (workforce/salespeople).

Eg you have two Territories (Northern, Southern).  You have some customers with a territory setup for Northern and some for Southern.  You Configure add Peter to the Northern Territory as a Sales Person and not to the Southern.  He will not be able to see any customer records that are set to the Southern Region.  The view all territories checkbox on the workforce should fix that, but it is not on by default and if you need to segment customers by territories it is possible to prevent users from accessing customer information and they will never see the customer even though they will have access to all customer information.

This part about authorized users is really important, at least it is for us. In quote entry and in CRM Cases you can use workflows to control steps that are performed for particular types of quotes and Cases.  These workflows have 4 workflow Types, (ECO,CRM, Case Management, Time and Expense)  which can be broken into workflow groups, then task set followed by tasks..... Confused.

************************Spoiler ALERT ************************************
CRM Workflows are used for Quote entry, however if you are entering in a Quote and you assign a task to another person, and you are not an authorized user for that persons workforce they you will never be able to complete the task let alone attempt to change the assigned to field to yourself.  So the important part is to make sure you have someone in that team whos is added to the Authorized users of all those workforces to prevent a mass of support calls with people saying they cannot complete the Tasks.

If you do not add the user who the workforce is about they will never be able to complete their own assigned tasks either.
******************************************************************************
For our company we setup the manager user as a Authorized users for each workforce. Although you can have  what appears to be unlimited Authorized users (which is very handy). 

We also setup bogus workforces (Eg Sales Team,  Support Frontline, Support Secondline) and add authorized users for each team, this allows CRM Cases and Quotes (for Sales Team) to swap around the Assignee on Tasks without being prevented by the system.  It also gives us a hierarchy of workforce teams that we can put into a dashboard (in-particular for Case management) to view Cases assigned to people (by case owner) and teams,

One other thing I just remembered.  On CRM Cases the Case Owner field is populated by the Workforce (salesrep) also. Setting up the bogus workforces allows them to be used as queues, which then are reviewed via the dashboard by the relevant managers/staff and reallocated (Case Owner is not restricted by Authorized users like the Task Assign to is).

It is also important from a time and expense approval perspective to ensure that you do assign the users that reflects the workforce as the default authorized user also.  If you open Time and expense approval and you have not set the default Authorized user and the logged in user has multiple Authorized users and no defaults the form will always default to the first Authorized user in their Authorized users list in Alphabetical order (I recall or that may be in the order entered.
).

One of the very useful things that we use Authorized users for is the ability to add an Authorized user to a manager or project mangers workforce record to approve time in their absence.  Eg a Project manager goes on leave another PM takes over the approval of their projects while they are away, we add the new PM to the Authorized users list of the PM that is taking the vacation, and remove it when they return.  This ensures that any time that was not submitted before the PM left is able to be approved by the other PM, preventing a blow out and sticker shock to the customer when the old PM returns. (Depending on the length of the vacation we perform a formal hand over and change the project manager on the project)

**************Handy Snippet******************************
Note that project time that is submitted has an approval task assigned to the project manager who is assigned to the project at the instant the time record is submitted, changing the project manager on the project does not change the approver of the time record.  Only a recall and submit after the project manager on the project manager will change this.
*************************************************************


Apologies for the long post. I hope you find the information useful and if I have missed anything or you think it is incorrect then please let me know.

Kind Regards
Simon Hall
2 Likes
Hi everyone ---
We are on 9.04.506c and we have CRM.  We haven't really used much of it yet, but want too.  Right now, I do have workforce set up and assigned to the sales representatives, and wondering, if I start using Authorized users, what do I need to be aware of?
 
Can other people still enter sales orders, and view the accounts for that rep?  or do we need to set up everyone that has access to those things currently through menu security, now as an authorized user as well?  Or is that basically for salesperson workbench, and some of the functionality in CRM.
 
Thanks in advance for any insight you might be able to offer.
 
Laurie 
I haven't done extensive checking...

Added authorized users so they could edit/add the CRM calls started by that workforce.

And in some cases I had to check "View All Territories" on a workforce.
Territories can limit access in some unexpected ways...

I have lots of questions about this area too.  It would make a great presentation at Insights.  Recently (in our Test DB) we started adding Authorized Users to Workforce people and all of the sudden ALL of our Customers disappeared.  Until it dawned on me there was some view Territory checkbox impacts.  We removed all the Authorized Users and the customer “came back”.   So there are some definite “gotchas” in this area and we are “once bitten, twice shy”.

-Todd C.

 

 

From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Thursday, March 05, 2015 10:19 AM
To: Vantage
Subject: [Vantage] CRM -- WorkForce & Authorized Users

 

 

Hi everyone ---

We are on 9.04.506c and we have CRM.  We haven't really used much of it yet, but want too.  Right now, I do have workforce set up and assigned to the sales representatives, and wondering, if I start using Authorized users, what do I need to be aware of?

 

Can other people still enter sales orders, and view the accounts for that rep?  or do we need to set up everyone that has access to those things currently through menu security, now as an authorized user as well?  Or is that basically for salesperson workbench, and some of the functionality in CRM.

 

Thanks in advance for any insight you might be able to offer.

 

Laurie 

Ahh, ok, I'll keep my eye out for the territories as well.  Adding/editing calls is where I wanted to start as well, but only for a select group of people, and didn't want to end up limiting it at all for the others.


From: "bruce.d.ordway@... [vantage]" <vantage@yahoogroups.com>
To: vantage@yahoogroups.com
Sent: Thursday, March 5, 2015 11:00 AM
Subject: [Vantage] Re: CRM -- WorkForce & Authorized Users

 
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  <div id="ygrps-yiv-1890929538yui_3_16_0_1_1425580016028_3597">I haven&#39;t done extensive checking...<br clear="none"><br clear="none">Added authorized users so they could edit/add the CRM calls started by that workforce. <br clear="none"><br clear="none">And in some cases I had to check &quot;View All Territories&quot; on a workforce.<br clear="none">Territories can limit access in some unexpected ways...</div>

</div>
 


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Agreed, I'll have to look to see if that's covered in any CRM setup presentation, with a bit more detail.  I did that as well on my test server, but there has to be an easier way to figure out what it was designed to do.
 
Thanks,
Laurie


From: "Todd Caughey tcaughey@... [vantage]" <vantage@yahoogroups.com>
To: "vantage@yahoogroups.com" <vantage@yahoogroups.com>
Sent: Thursday, March 5, 2015 11:09 AM
Subject: RE: [Vantage] CRM -- WorkForce & Authorized Users

 
<div id="ygrps-yiv-2003206270yiv1472644401ygrp-text">
  
  
  <div>
I have lots of questions about this area too.  It would make a great presentation at Insights.  Recently (in our Test DB) we started adding Authorized Users to Workforce people and all of the sudden ALL of our Customers disappeared.  Until it dawned on me there was some view Territory checkbox impacts.  We removed all the Authorized Users and the customer “came back”.   So there are some definite “gotchas” in this area and we are “once bitten, twice shy”.
-Todd C.
 
 


From: vantage@yahoogroups.com [mailto:vantage@yahoogroups.com]
Sent: Thursday, March 05, 2015 10:19 AM
To: Vantage
Subject: [Vantage] CRM -- WorkForce & Authorized Users
 
 
Hi everyone ---
We are on 9.04.506c and we have CRM.  We haven't really used much of it yet, but want too.  Right now, I do have workforce set up and assigned to the sales representatives, and wondering, if I start using Authorized users, what do I need to be aware of?
 
Can other people still enter sales orders, and view the accounts for that rep?  or do we need to set up everyone that has access to those things currently through menu security, now as an authorized user as well?  Or is that basically for salesperson workbench, and some of the functionality in CRM.
 
Thanks in advance for any insight you might be able to offer.
 
Laurie 
</div>
 


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