Robert and I depart from our usual dialogue to look at some questions posted on the Oracle Forums. In this follow-up to our last podcast on Data Access, we decided it would be fun to look at what’s heating up the Forums on this topic. Not surprisingly, we found a good number of questions posted by customers and partners.

Of course, we are referring to http://forums.oracle.com. These are a great resource for any On Demand implementer– along with our Feedback form on this web site! The forums are patrolled by Oracle experts, including employees and partners, and there is a lot of activity. I’m actually the moderator for our Analytics forum.

So on to the questions.

1: Books and Manager Visibility

Please clarify how Manager Visibility works with Books. Specifically, does manager visibility apply to records in Books? That is, if a user is part of a book, does his manager see the records in the book?

Good question, and we did a bit of research to double check our answer here.

Actually, if I can just interject here, that comment is really important. Robert and I know pretty much everything about CRM On Demand (obviously!), but there are still scenarios that customers pose that make us scratch our heads. Do what we do, try it out and see. If you are a partner, you should have a development environment or sandbox. If you are a customer, you should have a staging environment. These are great areas to experiment.

Anyway, in this case you’ve got manager visibility and Books in one environment. Not uncommon. But as a manager, does my downward visibility extend to Books? The answer is NO.

If the manager is not a book member then they don’t see data in the Books. Books allow you to create an alternative hierarchy, so it doesn’t inherit anything from the other (mgr vis) hierarchy. Good question.

2. Books and Related Record Visibility

We have different divisions within our company. Each division has their own generated accounts and opportunities. We have it structured so that the books of business are for each division (this may be a problem in and of itself, any recommendation would be helpful if so).

Within those divisions, we want each division’s reps to see all that division’s accounts. We have related opportunities sections on each account. We want the rep to be able to see HIS opportunities associated with that account IN its related info tab, and it’s even OK if they see the NAMES of the rest of the opportunities they don’t own in the related tab. I want to make it where when they CLICK on an opportunity, in the related info tab, that they don’t own, it denies them access to view the full opportunity.

First, I see a lot of companies taking this approach – building an access structure and hierarchy around divisions. There’s nothing wrong with that and books is very well suited to it. So let’s say you have east, west and central divisions. Everyone in the division is a member with particular rights, defined by their Book access profile.

Any Account assigned to the Central book will be viewable by book members. How are related records handled?

What he is describing is the default behavior of CRM On Demand. In related items applets you will see ALL opportunities, contacts, etc (assuming the applet is exposed). But if you click on a record, then access rules kick in to check if you should see the record, and if you DO NOT have any access to it then you get an “Access Denied” page.

Frankly, this isn’t very elegant and the good news is with R17 you will be able to control if those inaccessible Opportunities appear in the related item list at all. For this forum poster, the default behavior today should do what they want.

3. Account Teams and Opportunity Teams

I would like to know the relationship between the Account and Opportunity Teams. Do the users in the Account Team automatically become members of the Opportunity Team? Also, if I removed a user from the Account Team, will that user also be removed from the Opportunity Team?

Good question. You have to look at the Opportunity Access for each team member – this appears in the Account Team applet. If it is set to any value other than blank, then that user will be added to the Opportunity teams for all related opportunities.

They can be removed one by one (by deleting them from Oppty teams) or en masse if you set Opportunity Access to “blank” from the Account Team applet.

Now, funny thing, if you choose to “remove” an Account Team member that HAD Opportunity Access, then they DO NOT get removed from the Opportunity teams. Not exactly what you would expect, but now you know!

It is important to note that Account Owners will be automatically added to all Opportunity Teams. They can be removed one by one from Opportunities, but there is no option to remove oppty access as with other team members.

 4. What Access Profile is being used?

If a user is on an Account Team (not the owner) and has Edit access for the Account, which Access Profile is in control – Owner or Default? They aren’t the owner, but they do have more ability than a simple read-only user.

Same question, but assume the user has Edit access to an Account via a Book. Is the Owner or Default access profile in control?

Good one, because this gets to the question of which profile, or even which access scheme, takes effect at any moment. This can be a source of much confusion when you’re using more than one or two schemes.

The answer here is pretty straightforward – access profiles exist for Teams and Books. When you choose “Edit” access in the Team setup, then you are actually selecting an Access Profile labeled “Edit”. Go look for it. You can modify it or create new access profiles if needed.

Same applies to Books.

So when does Owner or Default apply? Owner is for owner. If you are a manager, and your subordinate is a record Owner, then you get Owner privileges. (If your subordinate is a Team member, then you get their Team privileges.)

Default is kind of the “everything else” profile. Usually this will be invoked when you have “Read All Records” checked on your role. Owner, books, teams don’t apply, but you can see it due to this checkbox, then default profile applies.

And as we mentioned on the last podcast, if you have access to a record via more than one access scheme, then the most liberal rules apply.

Wrap-up

That’s it for today. You can access the forums we’ve been talking about at http://forums.oracle.com. They are a great source of information (almost as good as this podcast) and we’ll keep an eye out for more interesting posts to comment on.

You can also send us a question or comment directly by using the Feedback link on our web site.

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