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Industry Categorization and Details

  • 1.  Industry Categorization and Details

    SILVER CONTRIBUTOR
    Posted 24 days ago
    Our healthcare practice group has requested that we create fields for them to key in specific healthcare business details.  This has caused us to take a step back and think about how we can best accommodate their need without adding too much junk to the form.  We also have three other main industry practice groups.  They haven't asked for anything yet, but maybe it would also be helpful for them.  I was hoping to get feedback from those of you that have customized your system to work with sales for multiple industries.  A couple ideas we had: Should we create four new tabs with specific fields?  Should we just build out one new tab for Industry Details and have sections on it for each industry?  Should we try to get really fancy and only show fields for the industry they choose from a drop down?  (Not even sure yet how I would do that one).

    Any ideas or methods you're using would be welcome!

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    Jennifer (Norton) Coville
    Business Development Systems Analyst
    Harden
    Jacksonville FL
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Industry Categorization and Details

    SILVER CONTRIBUTOR
    Posted 23 days ago

    Hi Jennifer,

    You are needing for different industries different customer properties (->fields). I think, this is a very common task in every CRM implementation. This requirement does not only come up, when you are working in different industries, it also comes up in one industry. For example, when you are describing customers in the health care industry you will be interested in the number of beds if the account type is a hospital. For a pharmacy, the sales area might be more interesting. This simple example illustrates that customer properties will be dependent on the customer type.

    It is a very good idea to organize user forms in a way that they only show up those fields, relevant for the current customer type. This will improve the user experience and prevent for mistakes in data entry.

    It is hard to give any advice how you could best organize customer specific properties on your forms. The best solution depends on many factors like the current organization of data on the form, the users (are there different users for different industries?) and of the importance of these properties. Here some of my thoughts:

    • Yes, you should have something like a drop down indicating the industry or customer type – visibility of other properties will be controlled by this field.
    • If different industries are supported by different staff, it could be a good idea to design specialized forms for each user group.
    • If it is a limited selection of fields, the visibility can be easily controlled by business rules. For complex requirements I would tend to control the logic with embedded JavaScript.
    • For developers it could be a good idea to place all industry specific information in a separate tab. When reworking a form, developers may easily see which fields are shown dynamically dependent on the industry.
    • If there are many additional fields it might be a good idea to cluster them into different tabs or sections and hide/show the whole tab/section dependent on the customer type. I think you would need JavaScript to hide/show tabs/sections, this cannot be done with busines rules.
    • From the user perspective it might be unergonomic to switch to a separate tab or section when these information is important for daily business. Users want to find most important information in the upper left corner of the form. So, you should also take the user perspective into account for design planning.
    • Business users are asking often for new, very important fields. At the end, these fields will be maintained inaccurately and incompletely what limits the business value of these additional information. Before thinking about adding some new properties think about how the accuracy of the content will be ensured and which business value will result from this information.

    I hope this helps a little.

    Best Regards

    Torsten



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    Torsten Harden
    Solution Architect
    Sycor-Group
    Goettingen / Germany
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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