Microsoft Dynamics® CRM Training
Managing Relationship Roles
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Managing Relationship Roles
Hi, and welcome to the Success Portal by xRM.com.
This video refers to Relationship Roles created in the video, “Creating Relationship Roles”.
In CRM Online, Relationship Roles are used to define how individual Account, Opportunity, and Contact records relate to one another. These are not to be confused with Entity Relationships, which are another thing.
There are two types of Relationship Roles: Customer Relationships and Opportunity Relationships. In this video, we will explain each type, and demonstrate how to manage them by using the Customer and Opportunity Relationship forms.
It’s important to understand that when we refer to “Customer records” in this tutorial, we are talking about Account and Contact records.
This task requires privileges that are found in all default Security Roles.
We begin by navigating to Sales > Accounts.
Let’s open the sample Account called “Recreation Supplies (sample)”.
When the Account form opens, click the Add tab, which is located in the ribbon. Now, click Relationship in the ribbon.
In the submenu, we have two options to choose from: Opportunity and Customer Relationship.
Let’s select “Opportunity”.
The Opportunity Relationship form opens with the temporary name, “New”. Opportunity Relationships are used to relate a Customer record to an Opportunity record. Opportunities cannot be related to other Opportunities.
As we can see, the Customer field is already populated with the Account we opened.
In the Opportunity field, click the lookup icon to open the Look Up Records dialog so we can relate an Opportunity to “Recreation Supplies (sample)”.
In the dialog, let’s select the Opportunity, “Ordering 54 items of various models (sample)”.
Before we click OK to select this record, notice that we can create a new Opportunity record to relate to “Recreation Supplies (sample)” by clicking the New button. Let’s click OK, thus closing the dialog.
Back at the Opportunity Relationship form, the Opportunity and Customer fields are populated. If we wanted, we could also give this Relationship a Customer Role and a Description. We’ll leave those fields blank however, and we’ll click Save and Close, which closes the form.
Back at the Account form, we can see the Opportunity record that is related to this Account by navigating to Sales > Opportunities in the left pane.
We see the Opportunity Associated View, and there is the Opportunity record we just related to “Recreation Supplies (sample)”.
Now, let’s add a Customer Relationship to this Account. Navigate back to the General section.
Click the Add tab and click Relationship in the ribbon. In the submenu, click Customer Relationship.
The Customer Relationship form opens with the temporary name, “New”.
Customer Relationships allow you to relate Customer records to other Customer records. They allow you to label each party of the relationship, meaning “Party 1” can be the “Supplier”, and “Party 2” can be the “Retailer”. However, Customer Relationships are reciprocal, meaning the same label can be applied to both parties.
Let’s label “Recreation Supplies (sample)” as the “Supplier”, and relate it to “Elemental Goods (sample)”, which we’ll label as the “Retailer”.
Notice that Party 1 and Party 2 are the only required fields on the form. This means we have the option to relate these records to one another without labeling them.
Select “Elemental Goods (sample)” in the Party 2 field.
In the Role 1 field, select “Supplier”. In the Role 2 field, select “Retailer”. These are Relationship Roles we created in the video, “Creating Relationship Roles”. Now, click Save and Close, thus closing the form.
Back at the Account form, say we want to see what other Accounts or Contacts are related to this record. Navigate to Common > Relationships in the left pane.
We now see the Customer Relationship Associated View. “Recreation Supplies (sample)” is listed as Party 1 since we are viewing this information from their Account record. If we were reading this from the “Elemental Goods (sample)” Account record, they would be Party 1.
That’s how you manage and view Relationship Roles in CRM Online. To learn how to create custom Relationship Roles, watch the video, “Creating Relationship Roles”, also located in the Success Portal.
Thanks for watching.