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I need to make a design decision building a Dynamics CRM platform. I work in the financial sector and the department I work with deal with different types of company. To model this in CRM I can either extend the Account entity, or create new entities for each of these 'roles'. They want to be able to create and update records from one screen including name and address information, notes as well as role specific information. They need to be able to merge records. There are no security requirements to restrict access between users who manage different roles. There is potential to use email integration and Marketing Lists in the future. The options are:
- Customise the Account entity to add role specific fields and use security roles to control forms, including the merge dialog
- Create new entities with name and address fields that will synchronise to the account entity. Add reverse lookups to the Account entity
Currently there are 3 roles and each role has 5 or so role specific fields and 3 role specific related entities. Coming from a development background, my instinct says create a new entity as this will prevent the Account entity becoming bloated. But from a UX perspective this will mean in some areas users will be working with two entities which seems like poor UX design. I'm sure this is one of the first decisions all CRM consultants have to make. What are your experiences? What would you recommend here?
Also - What courses, books or videos would you recommend for UX design for Dynamics CRM?
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