Imagine you are a user with no administration rights. Just like 'Peter Johnson' in the demo database. In the demo system this user has the right to see cases, so he can search for them. BUT he can't change the system in any way. Now imagine he needs to find communications that are linked to a cases.
He is a sales person and he might reasonably want to know what support has been saying to his customers and prospects.
Any cases, communications, company and person information that he can read is limited by his security rights. So the problem for him is not being allowed access but rather not knowing what has been said.
You might think that he can just search for communcations linked to cases, but as you can see from the default search screen shown below, there is no way of saying "show me communications linked to cases for companies where I am the account manager."
Of course he could ask his System Administrator to change the search screen but with Sage CRM he doesn't have to. He can configure his system in his way and have the information immediately available to him.
The user can use the Advanced Find feature to get to the information they need. The Advanced Find is available to all users by default and is under the regular find menu. You can see below the user has created their search based on the communications and has retrieved all the communications that are linked to a case and where the company is assigned to Peter Johnson.
Note: Using the clause "Communication : Communication Case ID <>" with the Value field left blank allows the search to find all not null records. The underlying SQL that the Advanced Find uses is
SELECT * FROM vSearchListCommunication
WHERE COALESCE(comm_caseid, 0) <> 0 AND
COALESCE(comp_primaryuserid, 0) = 3
This Advanced Find definition has been saved and has been called "My Accounts' Support Issue Comms".
Advanced Find definitions are one of the possible data sources used by List Gadgets.
The 4 types of data source a List Gadget can use are
- Dynamic Groups
- Reports Defintions
- Saved Searches
- Advanced Find Defintions
The user can now create a new gadget on their Interactive Dashboard.
The Gadget needs to be based on Communications.
In my example I have only Reports and the Advanced Find defined earlier available as Data Sources. The user can select the Advanced Find "My Accounts' Support Issue Comms".
The user can select the fields they want displayed.
Then decide the Drill Down action and Default Action associated with the list.
The Gadget just needs a name before saving.
And the data is displayed.
This Gadget like any other list gadget can be linked to others, it can drill down to the underlying data source, and its fields can be rearranged in any way the user wants; all without having to get a System Administrator to do it for them. By using Advanced Find and the Interactive Dashboard, data that would otherwise be hard to reach for users can be driven to their screens to allow them to see the information they require in the form they want and to easily carry out the business actions they need to do.