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Business Units/Teams/Roles/Users Setup Issue

  • 1.  Business Units/Teams/Roles/Users Setup Issue

    Posted Dec 05, 2019 03:27 AM
    Edited by Girish Bhagia Dec 05, 2019 09:59 AM
    Hi,

    I have a new client for which I have to set up CRM online. It's a fairly small firm with about 80 customers. The roles of people using CRM are Relationship Associate, Relationship Manager, Analysts, Managing Partner, etc. Each user is responsible for a set of clients and each client can have multiple users assigned to them. A person should not be able to see/add/edit data for any clients that are not assigned to them. I thought of creating a business unit for each client. Then create Teams with different roles for each business unit. Then assign users to those teams accordingly. There are two issues I am facing with this set up:

    1. Each user can have one and only one default business unit and any records created by that user is automatically assigned to her default business unit.If a user is in multiple teams across multiple business units, she can see records for all business units but she can't create a record in business unit of her choice. There is no option to select business unit under which to create a record. This is an issue because if she is responsible for Client A and Client B (also business unit in my setup) with Client A as her default business unit, then whatever record she creates will be under business unit Client A, even though the record belongs to client B. Now, if there is another employee responsible for Client B, she won't be able to see the record created by first user as it is under Client A. This won't work. Also, there is hierarchy of custom entities under each client so that causes more issues.

    2. I will have to buy and create 80 users as one user can have only one default business unit.

    May be my approach of creating a business unit per client is wrong. Can someone please advise or point me to an article on how to achieve this?

    Please let me know if you have questions.

    Thanks in advance.

    ------------------------------
    Girish Bhagia
    Infograte
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Business Units/Teams/Roles/Users Setup Issue

    MICROSOFT MVP
    Posted Dec 05, 2019 09:53 AM
    @Girish Bhagia - Could you help clarify your terminology? You mention 80 clients at the beginning of your post. Does this mean 80 users? Because later the term "clients" seems to refer to "accounts" (customers). I think you if could clarify the terminology the community could better respond. ​

    ------------------------------
    Aaron Back
    Microsoft MVP | Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Business Units/Teams/Roles/Users Setup Issue

    Posted Dec 05, 2019 09:59 AM
    Yes, I meant 80 accounts (Customers).

    ------------------------------
    Girish Bhagia
    Infograte
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: Business Units/Teams/Roles/Users Setup Issue

    MICROSOFT MVP
    Posted Dec 05, 2019 11:36 AM
    @Girish Bhagia - I am still confused. In your point number 2, you mention 80 users because you need to "buy" them. So, are there 80 users with many Account records (could be 100's, 1000's of records)?

    Sorry for all the questions, it's just that if the terminology isn't correct, then we won't be able to assist with your scenario.

    ------------------------------
    Aaron Back
    Microsoft MVP | Sr. Microsoft Dynamics 365 Consultant
    ACE Microtechnology
    _______________________________________
    CRMUG Board Member
    CRMUG Chapter Leader - Cincinnati, Ohio
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 5.  RE: Business Units/Teams/Roles/Users Setup Issue

    Posted Dec 06, 2019 08:01 AM
    No. What I meant was that since we can only have one default BU assigned to a User, I will have to buy 80 user licenses. Each belonging to 1 BU.

    ------------------------------
    Girish Bhagia
    Infograte
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 6.  RE: Business Units/Teams/Roles/Users Setup Issue

    TOP CONTRIBUTOR
    Posted Dec 05, 2019 12:22 PM
    Girish -

    You say "The roles of people using CRM are Relationship Associate, Relationship Manager, Analysts, Managing Partner, etc" and "Each user is responsible for a set of clients and each client can have multiple users assigned to them".  How are the "sets of clients" grouped?  is there one set of clients serviced by one team of people?  Or do some of those different user roles overlap multiple client sets?

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    Jill Vazquez
    Technical Specialist - CRM
    Bioventus, LLC
    Durham NC
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 7.  RE: Business Units/Teams/Roles/Users Setup Issue

    Posted Dec 06, 2019 02:11 AM
    They overlap. Each Client can have one or more (bigger clients) Relationship Associates (RA) and one or more Relationship Managers (RM). There is no specific set of clients that have certain RAs or vice versa.

    ------------------------------
    Girish Bhagia
    Infograte
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 8.  RE: Business Units/Teams/Roles/Users Setup Issue

    SILVER CONTRIBUTOR
    Posted Dec 06, 2019 07:14 AM
    If I am understanding this correctly, then this is a solution crying out for access teams.

    so you have a single 'Client' Business Unit to which all clients (aka customers/accounts/contacts) are assigned by default via the team associated with the BU.

    Someone is then responsible for the following.
    • Create an Access team for the client/customer
    • share the client/customer with the access team
    • populate the access team with Relationship Associate(s), Relationship Manager(s), Analyst(s), Managing Partner(s) as required

    I think that covers it. The first 2 bits could be covered by a workflow when the BU changes, but the population of the Access team will need to be done by a Human (or a very clever plugin).


    ------------------------------
    Paul Smith
    SSAFA
    London
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 9.  RE: Business Units/Teams/Roles/Users Setup Issue

    Posted Dec 09, 2019 02:41 AM
    Thanks. I'll look into it in more detail. This is going to be painful as there are bunch of custom entities under the main account entity which also need security. I'll have to create a link from account to every entity and then write a workflow for each entity to populate access teams.

    ------------------------------
    Girish Bhagia
    Infograte
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 10.  RE: Business Units/Teams/Roles/Users Setup Issue

    SILVER CONTRIBUTOR
    Posted Dec 09, 2019 03:31 AM
    And here's the good bit
    you don't need a lot of workflows if you've got your cascading set up correctly

    when you initially share the customer to the access team, by default the system will cascade the share access across all entities linked to the top level one.

    the only issue is any new activities or sub entities created after the top level item has been shared. If you want them to be hidden as well, you will need to either:
    • use a workflow per activity type/sub entity
    • write a plugin
    to add the share access, then move the item into the Business Unit depending on whether the parent entity is shared

    Another option is to look at the Houdini Product which does all of the above for you. We evaluated it and found it was not compatible with other activity tools that we have installed.

    Regards and enjoy



    Paul Smith
    Business Systems & Integration Analyst
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  • 11.  RE: Business Units/Teams/Roles/Users Setup Issue

    Posted Dec 09, 2019 07:52 AM
    That great. I'll try that today and see how it works.

    ------------------------------
    Girish Bhagia
    Infograte
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 12.  RE: Business Units/Teams/Roles/Users Setup Issue

    Posted Dec 09, 2019 11:06 AM
    Hi,
    I tried that today and it did not work. I created access team for Account, Then I created another entity (Assets) with a direct link to account. I created an account (XYZ) gave a user access through access team. Then I created a record in assets entity with Account =XYZ. But the asset record was not showing up for the user even though she could see XYZ.

    Am I missing something?

    Thank you.

    ------------------------------
    Girish Bhagia
    Infograte
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 13.  RE: Business Units/Teams/Roles/Users Setup Issue

    SILVER CONTRIBUTOR
    Posted Dec 09, 2019 11:23 AM
    Hi Girish

    you've probably misread this bit, and I must apologise, the second bit should have been If you need the sub activities/entities to be visible

    the only issue is any new activities or sub entities created after the top level item has been shared. If you need the sub activities to be visible, you need extras.

    for this test. please create the account (ABC), then create the Asset with the account of ABC, then share
    ensure that the relationship has cascade all set on share on the relationship between the 2 entities.

    I will have a look at what workflow steps can be used to automate the sharing for sub entities AFTER the share has taken place.

    Regards



    ------------------------------
    Paul Smith
    SSAFA
    London
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 14.  RE: Business Units/Teams/Roles/Users Setup Issue

    TOP CONTRIBUTOR
    Posted Dec 06, 2019 10:25 AM
    The MSFT EdX Course covers security pretty thoroughly.

    https://openedx.microsoft.com/courses/course-v1:Microsoft+MB-200.1+2019_T1/course/

    It sounds like in your case, you may wish to consider having records not be owned by users, but rather by teams. You can assign users to multiple treams, in separate business units to grant the appropriate access needed.  This is how we do. Users create records, and the system auto assigns them based on the address, type, etc.


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    Ryan Perry
    Business Systems Analyst
    Auric Solar
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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