Microsoft CRM: Usability challenges using data entities as user interfaces
12 Aug 2010 - 11:52pm
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).
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
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?