New access system
Access rights in the CRM are based on roles. That is, roles can be created and the access levels for those roles can be assigned, and then users can be assigned certain roles. Importantly, roles can be assigned to individual users, entire user groups, project groups, or to departments in the company structures.
There are four default roles, which can be used or modified as needed:
- The Manager role is for sales managers, allowing work only with leads, contacts and companies which are assigned to the specific user.
- The Head of department role allows all activities with personal and departmental contacts, deals, and leads as well as with all companies.
- Chief executive has access to all functions with all objects
- Administrator has access to all objects and can change access settings
If a role is assigned to a department or group, then all users in that department or group will have the access allowed to that role.
If a user is assigned various roles (e.g. belongs to both a workgroup and a department which are granted different roles), the user will always be granted the highest level of access allowed by the various roles.
The new access system allows configuration of access not only for objects ‘belonging’ or assigned to users, but also to objects belonging to (users inside) their department or sub-department. Thus a user in department A could be allowed to see that department’s objects, a user in department B those of department B, and a supervisor could be allowed to see both departments.
The new access system can be set not only to objects, but to objects in specific statuses (this applies to leads and deals).
Bulk email can be sent to objects (contacts, leads, or companies) which are selected in an object list. Messages are saved in the profile of each object as an event.
After choosing Send message, a message is created. The template for the email can be modified in the Settings section.
Send&Save, the email function which allows messages to be stored in workgroups in Bitrix Intranet, is incorporated in the CRM so that correspondence can easily be logged in the profiles of Contacts, Companies, or Leads, simply by sending a copy of the email to the CRM.
By setting up a mailbox for the CRM and then copying correspondence to that address, the system will recognize the email address of the person or company. This feature is critical as it preserves the full context of interaction with each contact and protects against data loss.
Send&Save settings include the address for the CRM, as well as the keys for resolving the ID of individual objects. This means that even though a Deal does not have an email address, a message can be stored as an event concerning that Deal by including the Deal Number in the subject line of the email. This method is familiar to anyone who has used the helpdesk in Bitrix Intranet.
To make sure that messages are processed and stored properly, consider the following examples:
- If a user sends an email to the contacts address with a copy to the CRM’s mailbox. In this case, the message will be added to all objects (Leads, Contacts, Companies) which contain the recipient’s email address.
- If a user sends an email to the CRM’s address and puts the addresses of various CRM objects (Leads, Contacts, Companies) in the first line of the body of the message, the system will add the message to all objects which contain any of the addresses included in that first line.
- If a user sends a message to the CRM’s address and includes an expression that corresponds to the “Resolve Entity Using the Expression” listings in the Send&Save settings, such as LID#48, DID#88, etc., the message will be added to the object indicated by that expression.
Integration with tasks
Tasks based on CRM objects can be assigned directly from the CRM.
For example, if you need to call certain Contacts to invite them to a seminar, send a commercial offer to a Company, etc., you can create the task for doing that directly from the CRM and choose the needed Contacts and Companies.
Assigning tasks is one of the options in the box below the object list grid. Tasks created from the CRM are visible in the responsible person’s regular task list, as well as being visible to observers.
Integration with search
CRM objects can be found through the global search box, with consideration of access permissions.
Integration with business processes
Business processes are integrated into the CRM, meaning that a business process can be launched by users at any time, or automatically when a lead, deal, or other object is created or modified. Two standard business processes for the CRM are included standard: Process lead and Perform in stages for deals.
Special activities to create leads, deals, contacts, and companies have been created for deeper integration with business processes.