Today’s guest blogger is CRM MVP Joel Lindstrom who discusses tips and tricks when working with system entities. Joel blogs at CustomerEffective.
As you configure Microsoft Dynamics CRM, one question that frequently arises is should I create a custom entity or repurpose a system entity. By “repurpose” I mean take an entity that is designed for one purpose and modify its fields and form to serve a different purpose. Say you are configuring CRM for a property management company. There are no system entities in Microsoft Dynamics CRM called “properties” or “leases,” but there are entities that are somewhat similar, such as Contracts and Opportunities. It can be tempting to say “I’m not doing sales opportunities, let’s repurpose the opportunity as the Property entity.” The perception is frequently that adding additional entities will complicate the configuration.
Before you repurpose system entities, you should first consider several things:
1. Consider the future—is there any chance that you might need the entity in the future? Sure, you might not use sales opportunities right now, but can you say for sure that there is no chance that another department might not see what you are doing in CRM and decide that they want to use it too? If you repurpose a system entity and later have a need for it, you will paint yourself into a corner and make it very difficult to impossible to change course down the road.
3. Consider the user experience—due to the added overhead of a repurposed system entity, typically a custom entity containing only the fields and links that are necessary will be more user friendly than a repurposed system entity. Take a simple example, like the entity icon. Microsoft CRM does not allow you to modify the icons of system entities, so when you repurpose a system entity, your property entity will still have the standard CRM Opportunity icon. This can be very unintuitive for users. A custom entity, however, can have an icon of a house or office building, or whatever makes the most sense.
Simplicity in a CRM configuration is not determined by the total number of entities in the system, but rather in how they are presented (or not presented) to users. Really no user should see every entity in the system when they log in to CRM—they should see only what is necessary for them to do their job. Adding custom entities will not complicate their experience, especially if you remove the unused system entity links from their view.
In case you don’t know how to do this, here are some related links:
- Microsoft CRM Sitemap Surgery Tips
- Using the sitemap privileges element to hide sitemap subareas for certain users