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Stakeholders and Sharing in CRM

   Words by CRM Consultancy

   on 01/11/2015 20:03:06

image Dynamics CRM comes with a native sharing engine that allows records to be shared with other Users or Teams – and this allows a certain level of sharing security between Business Units.  However when we think of how Sales Teams can work to share Key Accounts or Opportunities, we can hit scenarios where this model of sharing is not always enough.

If we take the scenario where each Sales Team specialises in a particular Product Sector and can typically only see Customer Accounts within their Sector, then we can use Business Units and Teams within Dynamics CRM to handle the relevant ‘Chinese Walls’ between the Sales Teams.  However if we extend this scenario to look at how a Customer Account could be shared with a Salesperson in the Sales Teams, and then needs to be automatically be shared with the Salesperson’s Manager and potentially with their Manager’s Manager, then this can become more tricky.

Business Requirements

  • Salespeople should be able to share Customer Accounts with Specialists and New Business Team Members to build a collaborative Sales Team to work on new propositions
  • Whenever a Salesperson is shared on an Account, this should automatically share the Salesperson’s Manager, and their Manager’s Manager in turn.
  • The solution should be able to accommodate complex Management Hierarchies that may stretch to 8 levels of Managers

Challenges

Dynamics CRM does not support automatically sharing with a Manager when a Customer is shared with a User or Team, so sharing to a Management Hierarchy is difficult.

Sharing within CRM can be difficult to view for a Customer Account and report upon

Unsharing with a Management Hierarchy if a Salesperson needs to be unshared on an Account

 

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