c360 Relationship Explorer/Charting User Guide

Transcription

1 c360 Relationship Explorer/Charting User Guide Microsoft Dynamics CRM 2011 compatible c360 Solutions, Inc. Page 1 4/15/2011

2 Table of Contents c360 Relationship Explorer/Charting User Guide... 1 Relationship Explorer/Charting... 3 Overview... 3 Accessing Relationship Tree... 6 Viewing Relationship Tree... 7 Relationship Directions... 8 Microsoft CRM Relationships vs Connections... 9 Configuring Relationship Explorer Preferences Relationship Charts Creating New Relationship Charts Relationship Chart Menus and Navigation Menu Bar Right Click Menu My Preferences Add New Records to the Relationship Chart Add Ghost Record Add CRM Record Nodes Add Stand-Alone Record...20 Add Attached CRM Record...23 Add Attached CRM node to an existing Ghost record node...29 Add New Connection Roles to a CRM Record Manage Record Properties Manage Record Properties for CRM Record Nodes...32 Manage Record Properties for Ghost Record Nodes Update Ghost Records...34 Promote Ghost Record...36 Access the CRM Record Form Delete Record Node Troubleshooting Q1: Why do I get a Record is Unavailable message for a record on the chart? 41 Q2: I cannot see the Relationship Explorer link in CRM? Q2: I cannot add a new c360 Relationship in CRM? Q3: I do not see some entities in the Relationship Explorer tree or Charting Q4: I have checked an entity to Roll-up but I don t see it in the Relationship Explorer Tree? Q4: The Relationship Chart Tab is not accessible Page 2 of 44 4/15/2011 c360 All Rights Reserved

3 Relationship Explorer/Charting Overview c360 Solutions Relationship Explorer is a Microsoft CRM enhancement that improves and extends the relationship display and linking capabilities of Microsoft CRM. There are 2 distinct ways in which to create and view relationships between entities within c360 Solutions Relationship Explorer: 1) Relationship Tree 2) Relationship Charts The Relationship Tree component uses an intuitive tree-based structure to display all relationships that exist between entities within Microsoft CRM. In addition, Relationship Tree includes the Connections option, new to CRM 2011, that provides organizations the ability to allow CRM users to create informal relationships outside of traditional Microsoft CRM relationships. Relationship Tree allows Microsoft CRM users to: - From any CRM record, see all relationships (Standard relationships and CRM Customer Relationships, Connections) that exists between all CRM entities (including custom entities) in an intuitive hierarchical tree-based structure - See a complete view of any CRM record s relationship hierarchy in a single place - Set user preferences to determine how the relationship tree should display including which entities to include/exclude, which entities to display in detail and which to summarize - Immediately see a count of relationships by entity type - Leverage Connections to view more informal relationships between records Page 3 of 44 4/15/2011 c360 All Rights Reserved

4 Figure 1: The Relationship Tree view discovers and displays all relationships between CRM entities The Relationship Chart component uses cutting edge technology (Microsoft Silverlight) combined with Microsoft CRM platform to produce complex organizational and customer relationships charts. c360 Relationship Chart includes the following features: Create relationship charts for all standard and custom entity records Create Many-To-Many relationships between entity records Drag and Drop functionality to easily structure the chart Automatic Realign of chart Zoom In and Zoom Out for better visualization of chart Undo and Redo latest operations Full screen mode Wizard to quickly create chart Set attributes for chart nodes Create free text notes to display on the chart nodes Quick access to record form in Microsoft CRM Collapse mode to minimize the presented data Print capability to print the chart Support for advanced find queries using chart data Full integration with Microsoft CRM security model Page 4 of 44 4/15/2011 c360 All Rights Reserved

5 Figure 2: The Relationship Chart View Page 5 of 44 4/15/2011 c360 All Rights Reserved

6 Accessing Relationship Tree Relationship Explorer can be accessed from the left navigation bar on the entity form by clicking the Relationship Explorer icon. See Figure 3. Figure 3: Relationship Explorer icon Relationship Explorer Tree can be configured to work with all standard and custom entities. Set which entities you would like to display in My Preferences. Associated attributes that should display with those entities are set by the Administrator in c360 Settings. Page 6 of 44 4/15/2011 c360 All Rights Reserved

7 Viewing Relationship Tree From any CRM record, Relationship Tree displays all relationships that exist between CRM entities (including Connections and Custom Entities) in an intuitive tree-based structure. Users can set individual preferences to determine how the relationship tree should display including which entities to display, which entities to exclude and which to summarize. Figure 4: Relationship Tree for an Account entity The starting node of the Relationship Tree is always the entity from which Relationship Explorer is launched. Some features of the Relationship Tree include: Users can select which entities to display in the Relationship Explorer tree via Preferences Users can also specify to display the related entities in detail on the header node or display them rolled-up, grouped by entity type When the display is set to roll up, Relationship Explorer displays the count of the related entities on the header node Entity type node (where relationships have been rolled-up) can be expanded to display the relationships below them Entity record can be expanded to see the relationships whereby the selected entity will act as the starting node for that portion of the relationship explorer tree Every entity record can be launched by double clicking the corresponding node Entity record node displays the entity icon, entity name followed by the relationship name in italics. Every relationship can be seen from both sides. So if an Opportunity is related to an Account, Relationship Explorer will show that relationship from both entities From the example in Figure 4, the starting node is the Account from which Relationship Explorer is launched and only the Account and Contact entities have been set to Display in the Relationship Explorer tree and in addition, the Account entity has also been set to Roll-up. Contacts are not rolled up, thus each display individually. Page 7 of 44 4/15/2011 c360 All Rights Reserved

8 Relationship Directions Based on the direction of the relationship, the relationship name is enclosed in a bracket to indicate that the relationship name is from the reverse direction. Figure 5: Viewing Relationship name from the forward direction In Figure 5, the relationship name does not have a bracket which indicates a forward direction so the relationship name can be interpreted as Parent Account of AM Hobbies, Inc is Jack s Hobby Shop. Figure 6: Viewing Relationship name from the reverse direction In Figure 6, the relationship name is enclosed in brackets which indicates a reverse direction so the relationship name is applicable from the reverse side so Parent Account of Wicki s Heli Emporium is AM Hobbies, Inc. Figure 7: Connection displayed in the chart In Figure 7, you ll see CRM Connection Roles created between records. Jack s Hobby Shop is AM Hobbie s, Inc. partner and former employer. Page 8 of 44 4/15/2011 c360 All Rights Reserved

9 Microsoft CRM Relationships vs Connections Microsft CRM lets you define and create relationships through the concept of Customer Relationships and Opportunity Relationships between the following CRM entities: Accounts linked to Contacts Accounts linked to Accounts Contacts linked to Contacts Contacts linked to Accounts Accounts linked to Opportunities Contacts linked to Opportunities Connections provide organizations the ability to define relationships and create relationship links between any entities and are less formal than the standard heierarchical relationships in CRM. Connections have greater flexibility and can be leveraged throughout CRM and c360 products. Any entity enabled for Connections can display those in Relationship Explorer or Charting. Please see Microsoft Help for more information on creating and using Connections. Page 9 of 44 4/15/2011 c360 All Rights Reserved

10 Configuring Relationship Explorer Preferences Relationship Explorer Tree preferences can be set by clicking My Preferences from the header grid of the Relationship Explorer tab. The preferences screen is shown in Figure 8. Figure 8: Relationship Explorer User Preferences The Preferences window has a list of all entities including custom entities that exist in CRM. Users have the ability to select specific entities to display in the Explorer tree. Display and Roll-up functions can be set for Relationships and Connections where applicable. Disable Node Looping Since CRM Relationships can be cyclical, the Relationship Tree can be never ending. Checking this option will prevent the tree from displaying a continual cycle of relationships Hide Child-Parent Relationships (N:1 relationships) Hide Relationship Names Hide N:N relationships Show only active records Hides all child parent relationships and only show relationships in a single direction (Parent-Child). Example, Contact-Account relationship WILL NOT be shown from the contact level Hides only the relationship name such as Created By, Primary Contact. Only the actual entity will be shown Hides any N:N (many-to-many) relationships in the tree Displays only active records in the tree Page 10 of 44 4/15/2011 c360 All Rights Reserved

11 Figure 9 illustrates where the Contact entity is set to NOT Display in the Relationship Explorer Tree. Figure 10 illustrates where the Contact entity is set to Display in the Relationship Explorer Tree. Figure 11 illustrates where the Contact entity is set to Display and Roll-Up in the Relationship Explorer Tree. Figure 12 illustrates where the Contact entity is set to Display and Roll-Up in the Relationship Explorer Tree and the Contact entity node is expanded. Figure 9: Contact entity is set to NOT Display Figure 9: Contact entity is set to Display Page 11 of 44 4/15/2011 c360 All Rights Reserved

12 Figure 10: Contact entity is set to Display and Roll-Up Figure 11: Contact entity is set to Display and Rollup and has been expanded Page 12 of 44 4/15/2011 c360 All Rights Reserved

13 Relationship Charts Relationship Charts can be created from any record form. From c360 Relationship Explorer, click the Relationship Chart tab. Figure 12: Relationship Chart main screen There are 2 display options for charts: - Charts owned by current record: presents charts that were created in the context of the current record (account or contact) - Charts that contain current record: charts that were not created in the context of the current record, but the current record is included as a node in these charts. Page 13 of 44 4/15/2011 c360 All Rights Reserved

14 Creating New Relationship Charts To create a new chart, click on New located in the Relationship Chart grid Tool Bar. The following window will appear: Figure 13: New Relationship Chart Give the chart a descriptive name and click Save in the ribbon. You can now start designing the chart. After saving the chart for the first time, the following screen will appear. Figure 14: New Relationship Chart Page 14 of 44 4/15/2011 c360 All Rights Reserved

15 Relationship Chart Menus and Navigation Menu Bar A full menu bar is available that allows you to begin building your chart. A brief description of each function is listed below. Full details follow Figure 15: Menu bar at the top of every Relationship Chart 1. View in Full Screen: displays the screen to full view 2. Zoom In/Out: zoom in or out on the chart 3. Undo/Redo: undo or redo previous actions 4. New Note allows users to create notes that are accessible on the Notes tab of the Relationship Chart 5. Add: add a new record to the chart Figure 16: Cascading menu options for Add Record 6. Delete: to delete record from the Relationship Chart but not from CRM 7. Open Record for Selected Node: opens the node s CRM record form NOTE: if no record is selected or a Ghost record is selected, this functionality is not available 8. Collapse/Expand All: collapse/expand a record node 9. Re-align: to re-focus the chart 10. My Preferences: to determine how elements of Relationship Chart display Details regarding each option follow below. Page 15 of 44 4/15/2011 c360 All Rights Reserved

16 Right Click Menu Each record node has a right click that provides easy access to the most common functions needed for existing record nodes. Figure 17: Right click menu options 1. Add Record: allows users to quickly add a record node to the chart 2. Manage Record Properties: update display properties for the record node and make changes to the relationships that record node has with other nodes on the chart 3. Delete: deletes the record node from the chart but not from CRM 4. Open Record in CRM: open the CRM record form for the selected record node Details regarding each option follow below. Page 16 of 44 4/15/2011 c360 All Rights Reserved

17 My Preferences User Preferences help users pinpoint how they wan to use Relationship Charts. Control what and how much information you want available when creating charts. Limiting the entities and their associated attributes that are available in the chart declutter your view and saves time for users. 1. Click My Preferences in the Relationship Chart menu bar. 2. Select all entities you would like to apply to Relationship Chart and place them in the Selected Entities box. This selection drives: Entities that can be added as record nodes Type dropdown choices available for Ghost Records 3. Highlight a selected entity in the top selection box. The associated attributes for that entity display below. Choose attributes you would like to appear by default on record nodes for that entity. Figure 18: My Preferences NOTE: the attributes display preferences can also be udpated on a perrecord basis in the chart. Page 17 of 44 4/15/2011 c360 All Rights Reserved

18 Add New Records to the Relationship Chart New record nodes can be added to the Relationship charts from 2 places: Menu Bar Right Click Menu There are two types of record nodes that can be added to the Relationship Chart: CRM Record Nodes: nodes based on an existing entity record in CRM Ghost Records: node created to represent a relationship with an entity outside of CRM. This allows the flexibility to document different associations that you do not want to clutter CRM. They can be Promoted so they re associated with an existing CRM entitiy record at any time New CRM records may be added as attached or stand alone records. Figure 19: Add option in the menu bar Add Ghost Record Ghost records allow users to to add record nodes for information outside of CRM. To add a new Ghost Record: 1. From the menu bar or the right click menu, select Add>Ghost Record Figure 20: Add Ghost Record from the menu bar Page 18 of 44 4/15/2011 c360 All Rights Reserved

19 2. Complete the New Ghost Record form Name: free text name of the ghost record Type: correlates to the entity types available for the chart for reference Role: free text that will appear in a bubble between the selected record node on the chart and the Ghost Record Description: free text information that displays on the record node Figure 21: Add Ghost Record form 3. Click OK. Return to the chart to see the new ghost record node. Ghost records always appear on the chart in gray with a gray line between it and the associated record node Figure 22: new ghost record node on the chart Page 19 of 44 4/15/2011 c360 All Rights Reserved

20 Add CRM Record Nodes Add Stand-Alone Record When creating a new chart, the first step in adding a chart node is to add a standalone node. Stand Alone nodes can also be added at other times. 1. From the Add Record option on the menu bar or right click menu, select CRM Record>Stand Alone. 2. Complete the search criteria at the top of the form to narrow the records returned. Figure 23: Add Stand Alone Record Filter Records by Parent Look For View Search Search Only My Records Available Records Selected Records This option is available but blank because the record is being added independently Dropdown includes all entities designated in User Preferences. Defaults to the entity type for entity selected when Add Record is clicked Dropdown includes all system views for the selected entity in Look For. Default is Active view Text search for records Filters Available Records to display only records owned by user Lists available records based on criteria listed above Displays all records Selected from the left hand Page 20 of 44 4/15/2011 c360 All Rights Reserved

21 Description Attributes Available Records box: Mulitple records can be selected Setting Description and Attributes below is optional Enter free text information top display on the record node Allows users to determine what CRM attributes should display on the record node 3. Select the desired record(s) from the results in the Available Records box, moving them to the Selected Records box. 4. Highlights a record in Selected Records and sets the attributes for that record in the tab below. Figure 24: Enter free text description for highlighted record 5. Click the Attributes tab to add or remove CRM attributes that should appear on the record node Figure 25: Update attributes that will display on the selected Record s node on the chart. Page 21 of 44 4/15/2011 c360 All Rights Reserved

22 Figure 26: Two stand alone records added to the Relationship Chart Page 22 of 44 4/15/2011 c360 All Rights Reserved

23 Add Attached CRM Record Once record nodes exist on the chart, you have the option to add attached records. This function can be initiated from the Add Record option on the menu bar or right click menu. 1. Select CRM Record>Attached> Above/Below/Left/Right. The directional options refer to where the record node will be placed on the chart. 2. Complete the search criteria at the top of the form to narrow the records returned Figure 27: Add Attached CRM Record Filter Records by Parent Look For View Search Show Only My Records Filter Records by Active Connections If a record/node is highlighted on the RC, this field displays that record in Parent Dropdown includes all entities designated in User Preferences. Defaults to the entity type for entity selected when Add Record is clicked Dropdown includes all system views for the selected entity in Look For. Default is Active view Text search for records Filters Available Records to display only records owned by user Filters Available Records to display only records that already have an Active Connection with the selected node. Page 23 of 44 4/15/2011 c360 All Rights Reserved

24 Available Records Selected Records Description Attributes Relationships Lists available records based on criteria listed above Displays all records Selected from the left hand Available Records box: Mulitple records can be selected Settings attributes and Connections below are optional Allows users to enter free text information that will display on the record node Allows users to determine what CRM attributes will display on the record node Allows the user to manage Connections between the Parent record listed above and the highlighted record in the Selected Records box; NOTE: any access to CRM records honors CRM security 3. Selects the desired record(s) from the results in the Available Records box, moving them to the Selected Records box. 4. Highlights a record in Selected Records. 5. Enters free text information on the Description tab to appear on the record node. Figure 28: Enter information about the highlighted record Page 24 of 44 4/15/2011 c360 All Rights Reserved

25 6. Click on the Attributes tab to add/remove CRM attributes that will appear on the record node. Figure 29: Enter information about the highlighted record NOTE: All attributes selected for that entity in My Preferences will display in the Selected Attributes box. 7. Click on the Relationships tab to select the Connections that should display between the Parent record at the top (the originating node on the chart) and the highlighted record in Selected Records box. Figure 30: Existing Connections between the highlighted record above (Alex Mitchell) and the record on the chart (AM Hobbies, Inc) display on the left Page 25 of 44 4/15/2011 c360 All Rights Reserved

26 RESULT: Alex Mitchell and John Mikado added with Connections displayed between Laura and AM Hobbies, Inc. Figure 31: New nodes display with applicable information and Connection roles Blue Line: accompanied by the label indicates that AM Hobbies, Inc has established Connections of Economic Buyer and Employee to Alex Mitchell. Gray Line: between John Mikado and AM Hobbies, Inc with no bubble indicates that John has a hierarchical relationship with AM Hobbies, Inc. but no selected CRM Connection. Page 26 of 44 4/15/2011 c360 All Rights Reserved

27 Add Ghost Records Ghost Records allow users to track objects and relationships that they do not want to capture in CRM. They appear on the chart like CRM record nodes but differ in that Attributes and Connections cannot apply because they are not actual CRM records. Like CRM record nodes, Ghost record nodes can be added as stand alone or attached nodes. 1. Click Add Record on the menu bar or in the right click menu and select Ghost Record> Stand Alone/Attached. Figure 32: menu for Add Ghost Record 2. Complete the information and click OK to return to the Relationship Chart with the Ghost Record displaying on the chart. Figure 33: Add Ghost Record form Page 27 of 44 4/15/2011 c360 All Rights Reserved

28 Name Type Role Description Enter the name for the ghost record Designate what type of ghost record this is. This dropdown is populated with entity names that have been enabled for Relationship Chart in User Preferences. This is NOT truly an entity, but a label that is used for identification and is helpful later if the ghost record is promoted to an actual CRM record. The icon for that entity should display on the node as an indicator of the chosen type. All standard and custom entities selected will display as options This description will be used in place of Connections since ghost records are not really CRM records and cannot have Connections. It is free text and will display in the bubble where Connections data usually displays. NOTE: if this is a stand alone ghost record, Role should be disabled. Free text information that will display on the chart RESULTS: Ghost Record is added to the chart with a gray line and information in the bubble indicating the type of relationship it has with AM Hobbies, Inc Figure 34: Ghost Record is added with applicable roles in the bubble NOTE: adding information to the Role area for the bubble is optional. Page 28 of 44 4/15/2011 c360 All Rights Reserved

29 Add Attached CRM node to an existing Ghost record node CRM records can be added to the chart, attached to an existing Ghost Record node. There is a slight change in functionality in this case because Ghost Records cannot have Connections since they are not actually CRM records. In this case, the Relationships tab provides the option to define the Role that represents the relationship between the two records. Figure 35: Add CRM Record to Ghost Record menu Figure 36: Relationship tab when adding a CRM record to a ghost record Figure 37: George Holbrook is added to the chart with Owner role between it and Ghost Recored Page 29 of 44 4/15/2011 c360 All Rights Reserved

30 Add New Connection Roles to a CRM Record The Relationships tab on Add Records and Manage Record Properties allows you to determine which Connections should display between the Parent node and the record node highlighted under Selected Records. If the desired Connection role doesn t display in the Available Connections box, it is possible to create a new Connection between the two records in CRM and then apply that Connection to the chart. 1. The tab will display all existing Connections between the Parent record and the record highlighted in the Selected Records box. 2. If the desired Connection does not exist, click New, complete the standard CRM form for Connections and click Save and Close. This Connection now displays and can be selected for the record node. Figure 38: Add New Connection Role via the Relationships tab in Add Record or Manage Record Properties Page 30 of 44 4/15/2011 c360 All Rights Reserved

31 Figure 39: Relationships tab is updated with new option; CRM updated with new Conneciton 3. Move the Connection roles form the Available box to the Selected box and click OK. Figure 40: the chart updates to show Alex Mitchell and Hobby Shop Stocking Opportunity with the new Connection Role. Page 31 of 44 4/15/2011 c360 All Rights Reserved

32 Manage Record Properties Record nodes may require updates after they ve been added to the Relationship Chart. Right click on the record node to acess the menu and select Manage Record Properties. Figure 41: Manage Record Properties on the right click menu Manage Record Properties for CRM Record Nodes 1. Update any free text on the Description tab. Figure 42: Description Tab for Manage Record Properties 2. Add or remove any CRM Attributes for that node on the Attributes tab. Figure 43: Attributes tab for Manage Record Properties Page 32 of 44 4/15/2011 c360 All Rights Reserved

33 3. Update relationships the record node has with other CRM and Ghost record nodes on the chart. Figure 44: Relationships tab for Manange Record Properties Figure 45: the new description information is present, the phone numbers have been added to the attributes and a new Connection Role bewteemn John and George displays Page 33 of 44 4/15/2011 c360 All Rights Reserved

34 Manage Record Properties for Ghost Record Nodes Ghost records can also be edited using the Manage Record Properties form. Additionally, a ghost record can be promoted, replacing it with an existing CRM record. Update Ghost Records 1. Right clicks on a Ghost record node and select Mange Record Properties from the menu. Figure 46: Manage Record Properties menu option from right click on Ghost Record 2. Update any free text to appear on the record node via the Description tab. Figure 47: Manage Record Properties for Ghost Record NOTE: The Attributes tab does not appear because Ghost nodes don t have attributes Page 34 of 44 4/15/2011 c360 All Rights Reserved

35 3. The Relationships tab presents the Role information ONLY as there can be no Connections, even if the record is a CRM record. Figure 48: Relationships tab on Manage Record Properties for Ghost Record NOTE: ALL record nodes on the chart should be listed in the drop down. Figure 49: result is that Ghost Record is updated with the role Former Employer between it and John Mikado. Page 35 of 44 4/15/2011 c360 All Rights Reserved

36 Promote Ghost Record If a user decides they would like a ghost record to become a CRM tracked entity record, they can create that record in CRM, then promote the Ghost Record by linking the two in Relationship Chart. 1. Right click on the Ghost Record, selects Manage Record Properties from the menu. 2. Click Promote at the bottom of the form. Figure 50: Manage Record Properties>Promote Ghost Record 3. Click on the lookup button at the top of form to search for the record that the Ghost Record will become. Based on the Type field from the Ghost, the lookup defaults to the correct lookup Figure 51 52: Promote Ghost Record and lookup to link ghost to CRM Record Page 36 of 44 4/15/2011 c360 All Rights Reserved

37 4. Enter information that will display on the new promoted record node on the Description and Attributes tabs. Figure 53: Add a Description for the promoted Ghost Record node 5. Update any attributes to display on the node Figure 54: add or subtract attributes for the new record node Page 37 of 44 4/15/2011 c360 All Rights Reserved

38 Add all applicable relationships between the record and any record nodes already on the chart. NOTE: all nodes already on the chart are listed in the dropdown box for Define Connections. Figure 55: add any Connections the new node may have with existing nodes on the chart. Page 38 of 44 4/15/2011 c360 All Rights Reserved

39 6. Click OK to return to the Chart. The Ghost Record is now replaced with the proper CRM record with the Description from the ghost record in the description area for the node Figure 56: Chart before promoting the ghost record Figure 57: chart after promoting Ghost Record to Wicki s Heli Emporium Page 39 of 44 4/15/2011 c360 All Rights Reserved

40 Access the CRM Record Form To access the CRM record form for a node, select Open Record in CRM in the right click menu for that record node. Figure 58: Open Record in CRM from the right click menu From here, you can make updates to that record form and save them to CRM. Delete Record Node To delete a record node from the chart: 1. Click Delete on the right click menu. Figure 59: Delete record node from the right click menu 2. When the following message displays, click OK Figure 60: Confirmation for deletion of a record nde Page 40 of 44 4/15/2011 c360 All Rights Reserved

41 Troubleshooting Q1: Why do I get a Record is Unavailable message for a record on the chart? Answer: You will receive this message if your security role does not have access to a record. You will also receive this message if the record node has been deleted. If it has been deleted, none of the right click options will contain data because these nodes are no longer valid. Figure 61: Error message when record is deleted or user has no access Q2: I cannot see the Relationship Explorer link in CRM? Answer: Microsoft CRM 4.0 has a security privilege named ISV Extensions. This privilege determines whether a user can see certain ISV screens, menus and buttons (such as c360 products) when these screens, menus and buttons are linked to entity forms. Several of the standard Microsoft CRM security roles have this privilege turned off by default. All c360 Installation, Configuration and User Guides explain how to turn this privilege is turned on. That information is also included below: Setting the ISV Extensions Security Privilege Microsoft CRM 4.0 has a security privilege named ISV Extensions. This privilege, illustrated in the screen shot below, can be found in the Miscellaneous Privileges section of the Customization tab of any security role form. In several of the standard roles, this value is set to the None Selected (a red circle with a blank center is displayed) by default. This privilege must be set to the Organization value (a solid green circle is displayed) in order for users to see c360 tabs and screens that are linked to entity forms. Page 41 of 44 4/15/2011 c360 All Rights Reserved

42 Figure 62: The security privilege titled ISV Extensions must be set to Organization for users to see c360 screens at the entity level Q2: I cannot add a new c360 Relationship in CRM? Answer: The c360 Relationships is an optional component of the Relationship Explorer solution and must be configured by your System Administrator. Please contact your administrator to make sure that c360 Relationships are configured for the entities you are trying to add to. If you re the administrator, please contact c360 Support. Page 42 of 44 4/15/2011 c360 All Rights Reserved

43 Q3: I do not see some entities in the Relationship Explorer tree or Charting. Answer: The only requirements for access in Relationship Explorer/Charting is that the entity is enabled to work with Connections. This is a standard CRM setting. Navigate to Settings>Customizations>Customize the System>Entity. Select the entity and make sure the checkbox for Connections is checked. Be sure to save and publish the change. Figure 63: Enable Connections is checked to allow access in Relationship Explorer/Charting Q4: I have checked an entity to Roll-up but I don t see it in the Relationship Explorer Tree? Answer: The entity type will only get rolled-up if the Display option is checked also. Verify that both Display and Roll-up settings have been checked. Page 43 of 44 4/15/2011 c360 All Rights Reserved

44 Q4: The Relationship Chart Tab is not accessible. Answer: In order to enable all CRM users to view and use c360 Relationship Chart, must be enabled in all applicable CRM security roles. Figure 64: Security Role Custom Entities tab Steps for setting Security Privileges for Alert 1. Go to CRM Settings>Administration>Security Roles. 2. Open a security role and click on Custom Entities tab. 3. Set the Create, Read and Write values for c360 Relationship and c360 Relationship Chart to Organization. 4. Click Save and Close. Page 44 of 44 4/15/2011 c360 All Rights Reserved