Application configuration and customization
Definitions
NexJ CRM allows customers to tailor and extend its out-of-the-box (OOB) behavior through two broad classifications: application configuration, and application customization.
Application configuration
Application configuration is done through a robust set of administrative and end-user tools designed to streamline the tailoring of the NexJ application to firm-specific or user-specific preferences, terminology, or requirements without modifying the core code base. These include:
- The NexJ Admin Console
- The Customize workspace within NexJ CRM
- Use of various flags in the Environment file
Some areas for configuration have their own dedicated workspaces, such as the SLM workspace for configuring service level management behavior. In addition:
- The add-in behavior is configured primarily though registry keys, set at the time of installation.
The definition of Customer Process Management (CPM) forms is carried out at the code level for deployment with NexJ CRM. However, it remains a configuration (as opposed to a customization) because it does not require changes to any of the underlying code in either the CRM or CPM models.
Generally, configuration chooses between different options for how the product behaves, but does not affect the underlying model.
Application customization
Application customization, in contrast, refers to changes or extensions made to the originally available functionality of the product. Application customizations require changes to the code base itself, which are carried out either by customizing or by extending the CRM models in NexJ Studio.
Functional points for application configuration
NexJ CRM allow for configuration of the following functional areas:
Account Mapping
Create, edit, delete, activate, or inactivate trading accounts, each of which is mapped to an institution.
Activity Plans
Create, edit, copy, or delete activity plan templates.
Business Processes
Create, edit, copy, delete, activate, deactivate, export, or import business process templates or flow templates.
Categories
Create, edit, or delete categories.
Call Management
Create, edit, or delete contact center reasons for inbound calls; create, edit, copy, activate, deactivate, or delete call script templates.
Client Coverage Groups
Create, edit, or delete client coverage groups.
Custom Fields
Create, edit, or delete custom fields.
Event Management
Create, edit, or delete event coverage groups and event availability templates.
Form Library
Create, edit, copy, delete, activate, deactivate, export, or import flow templates.
Lead Management
Create and manage distribution rule sets, which control how leads can be automatically distributed to owners; create and manage scoring rules, which determine how leads are scored; create and manage lead call scripts, which users can follow when calling their leads; associate sales concepts with call scripts.
Lists
Create, edit, or delete saved lists.
Notification Management
Define rules that can trigger email and in-application notifications to users based on application events.
View the notifications that users have turned off and turn notifications on again for users.
Opportunity Management
Create, edit, or delete opportunity coverage groups; create, edit, activate, deactivate, or delete opportunity templates.
Products
Create, edit, or delete products, which can be associated with opportunities.
Research Subject Management
Create, edit, or delete research subjects.
Rules
Create, edit, or delete system rule sets.
Service Level Management
Define service levels, touch types, and the activity templates used for those touches. Configure rules and rule sets, work queues for tasks, and workflows for service level management. You can also configure rules that assign roles or activities to users.
Service Request Management
Create, edit, or delete service request templates and add or configure mailboxes for support teams.
System-Defined Queries
Define a set of default filters that all users can access to help in their day to day searches.
Task Management
Create, edit, or delete task templates, which automatically assign tasks to one or many users.
User and Team Management
Define users and teams and control the functionality associated with them.
User Lists
Create, edit, or delete user lists.
Additional configuration points
Add-In behavior
A number of the behaviors for NexJ Add-in for Microsoft Office can be configured across client machines.
Form definition
The NexJ CRM process management services allow customers to define and configure their own process management forms, optionally mapping their fields to the business model.
Security settings
Choose between group and hierarchical security models; configure single-sign-on functionality.