Understanding Basic Self Service Architecture
Understanding Basic Self Service Architecture
Before you proceed to customize the Self Service Web site, you need to have an understanding of basic Self Service architecture.
Accessing the Site
Self Service functionality enables users to access the Self Service Web site in
Registered Mode or Anonymous Mode:
Registered Mode. Registered Self Service users (that is, People or Companies registered in the CRM system) can log onto the Self Service site, view relevant information, and perform functions, such as reporting a problem or requesting product information. An identifier in CRM Self Service that enables access and rights on a per user basis will authenticate them to perform functions.
Anonymous Mode. Users can access the Self Service site on the Web as they would any other site. CRM technology enables a link to be created between the user’s browser and the CRM Self Service server. The server will present customized information to a user, related to previous visits to the site.
Visitor information is stored on the Self Service database in two visitors tables:
Visitors. The Visitors table stores information related to both anonymous and registered visitors. When an anonymous visitor goes to the CRM site and asks for a Web page, a text string is stored on the hard drive. The next time the visitor returns to the same page they get a cookie. The cookie is an ID for the visitor.
Visitor Profile. CRM can track the number of times each visitor logs onto the system. Based on this information, a potential customer can be generated as a lead, and the relevant information passed along to the customer. You can customize the type of information that is stored in CRM about registered visitors based on registration and profile information that is stored in the Visitor Profile table.
The eWaress.js File
The CRM Self Service application server can be run remotely from the CRM database server. For example, a customer care case entered in the CRM system can be viewed on the Self Service Web site.
The EWARESS.JS file is the component behind this functionality. This file works in the same way as a typical ACCPACCRM.JS file, but it is also responsible for establishing the link between the CRM database and the Self Service database, thus ensuring that the databases can communicate with each other.