Book Image

Integrating CRM across your Organization for Business success

By : Andrew Blackmore
Book Image

Integrating CRM across your Organization for Business success

By: Andrew Blackmore

Overview of this book

Table of Contents (14 chapters)
Integrating CRM Across Your Organization for Business Success
Credits
About the Author
About the Reviewer
Preface

Advanced workshop checklist


There are some additional steps that we can take to improve the richness of this support management integration feature:

  • Consider synchronizing the ERP RMA data so that it is viewable in CRM: In our support integration we allow the user to create RMAs directly in the ERP. If the support user wishes to look at the RMA information later, they will need to use the ERP. Consider synchronizing the RMA data to CRM so that it can be viewed later from the CRM UI. There are two tactics to consider: one is synchronizing the RMA information to a new entity in CRM, and the second is to synchronize the RMA information into the support ticket database table so that it can be viewed as a type of support ticket. The first option is similar to the collections management integration, where invoices are synchronized one way from ERP to CRM. The steps to consider are:

    • Define the RMA entity and fields that are to be synchronized to CRM.

    • Create a mapping entity and fields in CRM to map...