Main Representative functionality in Customer window
Hi all,
When a user is connected to a Person ID, reference screen shot below:
the system automatically makes the above Person as the Main Contact Representative in Customer window since, the user is also connected in CRM & SRM Basic Data– Representative window.
Customer Window:
But in Customer window CRM Info tab, there is a separate Main Representative connected.
Please let me know why is the application picking the logged in user as the Main Representative despite Main Representative is already connected in CRM Info tab. Is this is a bug?, if not please explain the functionality.
Thank you.
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Hi @Vindya Wijesinghe Vindya,
Please refer the explanation below:
Main representative in the Contact tab indicates “The user responsible for the customer contact.”
So whenever a contact person is added, and if the logged in user is defined as a Representative in the CRM and SRM Basic Data window, it fetches that user as the main representative as in who is responsible for that added contact.
Below two contacts were added by the logged in user ALAIN (ALAIN is defined as a Representative in basic data window). Therefore in Representative tab, ALAIN is shown as the Main Representative for each of these contacts.
Then login to the application from another user ANARLK (this user is defined as a Representative in basic data window)
The Main Representative is changed to the new logged in user ANARLK only for this contact, because ANARLK is responsible for the newly added contact.
If you again click on contact KERI, who is added by logged in user ALAIN, Representative is changed to ALAIN. Because ALAIN is responsible for the contact KERI.
But this particular customer is initially created by logged in user ALAIN, and therefore CRM Info tab shows ALAIN as the main representative always (regardless of the logged in user).
Because in CRM info tab, Main Representative denotes “The user responsible for the customer”. So whoever the logged in user creates this customer is shown here.
Further it lets you track which representative creates this Customer record, and which representatives are responsible for each customer contact. (Assuming that all the users are defined as representatives in CRM and SRM basic data window)
Basically these two fields have two different meanings and hence act upon accordingly. This is the current behavior in standard environment.
