To authorise contact type access to a private CRM subject

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Access to CRM customer interactions that are linked to case subjects marked as private are tightly controlled through the allocation of one or more contact types. Hence, when a case for a private subject is created, only contacts matching that type have visibility of the case details.


The procedure to authorise contact type access to a private CRM subject is as follows:

  1. Navigate to Quick Menu > CRM > Configuration > Subject. The CRM Subject Configuration window is displayed.
  2. Expand a type heading from the alphabetical list and select an associated CRM subject, or enter its name into the Search CRM Subject field. By default the list is filtered to show Current subjects. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All 1.
  3. Click on Privacy. The Privacy tab is activated.
  4. Click on New Visible Contact Type 2. The Visible Contact Type window is displayed.
  5. Using the Associated Contact Type drop-down field, select the desired contact type that will be granted access to private cases linked to this subject e.g. Social Worker, Police, Caretaker, etc.
  6. Choose an Effective from date for this assigned contact type i.e. the date at which their access becomes active 3.
  7. Choose an Effective to date to automatically deactivate the contact type on a specific date in the future; a blank field means their access will never be revoked.
  8. Click on Confirm. The assigned contact type is displayed in the Visible Contact Types summary table 4.
  9. Repeat steps 4 through 8 to grant access to further contact types for the same CRM subject.
  10. Click on Save.


Note

1 The Search CRM Subject field will match against any element of the description.

2 This option is only active for subjects where the Private Allowed case attribute has been defined.

3 The Effective from date defaults to the current system date and cannot be left blank.

4 To revoke access for the assigned contact type, change the Effective to date to be in the past.


See related topics...

CRM subject maintenance overview

To create a new CRM subject

To define the group level thread for a CRM subject