Microsoft CRM: Usability challenges using data entities as user interfaces

12 Aug 2010 - 11:52pm
1257 reads
Hi everyone,

My organisation is currently setting up Microsoft Dynamics CRM 4.0.

As part of this, MS CRM should support some of our internal teams and their processes. These processes are quite complex but have common elements like sending/receiving correspondence, capturing data, and facilitating decision making.

We're at the stage where most data entities for all processes in the organisation have been set up. Using the data entity forms as user interfaces seems to work for some steps in some of the processes. However, a form used for one entity might work for one process but not for another process (too much/not enough information, sequence of fields etc).

The relationships between data entities also seems to dictate the navigation structure which potentially doesn't match user/s mental models. Especially looking at many-to-many and one-to-many relationships, a user can end up with quite a few (modeless) windows on the screen and loose orientation.

I'd appreciate any advice or experience with this situation.
Is there a way of configuring CRM in a way it becomes more user-friendly? What is your view on writing custom .NET forms?

Many thanks,
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