Functional Design Document Microsoft Dynamics CRM

Functional Design Document
Microsoft Dynamics CRM

Table of Content
Table of Content............................................................................................................................................................ 2
1. Introduction............................................................................................................................................................ 1
2. CRM Entity Design................................................................................................................................................. 2

1.1. Entity-Relationship Diagram.............................................................................................................................. 2
1.2. Entity Details..................................................................................................................................................... 3
3. CRM General Configuration Design................................................................................................................... 64

3.1. Business Unit Hierarchy.................................................................................................................................. 64
3.2. Security Roles................................................................................................................................................. 65
4. Reports Design..................................................................................................................................................... 70
4.1. Account/Sales Reports.................................................................................................................................... 70
4.1.1. Weekly Sales Rep Visit Reports for Sales Team.......................................................................................70
4.1.1.1. Overview................................................................................................................................................ 70
4.1.1.2. Filter Criteria.......................................................................................................................................... 70
4.1.1.3. Logic to fetch data.................................................................................................................................. 70
4.1.1.4. Sorting Fields......................................................................................................................................... 70
4.1.1.5. Report Layout........................................................................................................................................ 70
4.1.2. Account Performance Report..................................................................................................................... 71
4.1.2.1. Overview................................................................................................................................................ 71
4.1.2.2. Filter Criteria.......................................................................................................................................... 71
4.1.2.3. Logic to fetch data.................................................................................................................................. 71
4.1.2.4. Sorting Fields......................................................................................................................................... 71
4.1.2.5. Grouping................................................................................................................................................ 71
4.1.2.6. Report Layout........................................................................................................................................ 71
6 Customizations.................................................................................................................................................... 73
5.1. Client-Side....................................................................................................................................................... 73
5.2. Scheduled Services........................................................................................................................................ 76
5.3. Auto Numbering.............................................................................................................................................. 77
1. INTRODUCTION
1
2. CRM ENTITY DESIGN
1.1. Entity-Relationship Diagram
Note: The relationships are defined for Parent to Child and for the entities having many to many relationships they
are not defined for child to parent entities.
2
1.2. Entity Details
1.1.1.[2.2.1.] Accounts
2.2.28.1 Information
Entity Definition
Entity Type System
Display Name Account
Plural Name Accounts
Ownership User or Team
Define as an Activity Entity X
Display in Activity Menus X
Area that displays this entity
Sales √ Settings not
Service √
Marketing √
Process
Business Process Flows † √
Communication & Collaboration

Notes (includes attachments) † √
Activities † √
Connections † √
Sending Email (if an email field does not exist, one will be
created √
Mail Merge √
Document Management X
Access Teams X
Queues † X
Automatically move records to owner's default queue X
Enable for SLA X
Data Services
Duplicate Detection √
Auditing (This entity will not be edited until auditing is enabled
for the organization) √
Outlook
Reading pane in CRM for Outlook √
Offline Capability for CRM for Outlook √

† - After you enable this option it can’t be disabled
3
2.2.28.2 Attributes
The following table lists custom attributes to be created for the Account entity.
Edit
Display Schema Search Requirement
Data Type Length Options abl Audit
Name Name able Type
e
Account Name Multi Line 160 Single line of text- Y Y Y Business
Name 1 of Text uneditable Required
Account mk_account Single Line 100 Y Y Y Optional

Name 2 name2 of Text
Address Schema Y Optional

name is not
given
Site mk_site Option Set BOMMK Y Optional

(from
CPTMK
global
option set) DELMK
DURMK
FRAMK
GVAMK
HKGMK
JNBMK
KULMK
LONMK
MAAMK
MELMK
MILMK
MRUMK
NBOMK
PARMK
PERMK
RRGMK
RU4MK
RUNMK
SINMK
SYDMK
TNRMK
ZRHMK
ZSEMK
BLRMK
CANMK
4
Edit
Name Name able Type
e
DARMK
MPMMK
Parent Parentaccou lookup Y Optional

Account ntid
Account Mk_Corpora Single Line 100 Y Y Y Optional

Code tecode of Text N
IATA # Mk_Iata Single Line 15 Y Y Y Optional

of Text
Non IATA # Mk_Noniata Single Line 15 Y Y Y Optional

of Text
GDS Used Mk_Gdsuse Option Set Amadeus Y Y Optional

d
Sabre
Galileo
Other
Mk_Gdsallo Single Line 50 Y N Optional

catedofficei of Text
GDS Office
d
ID
Sales Rep Ownerid Lookup Y Y Y Business

Required
(NOT
EDITABLE)
Account Mk_accoun Option Set Travel Agent Y Y Business

Type ttype Required
Tour Operator
Other Stakeholder
OTA/OTO
MTPA
Hotelier
DMC
Corporate
Broker
Authority
Airline
Partner
Partner Mk_partnert Option Set Airline Y Y Optional

Type ype
Non Airline
Partner Mk_partner Option Set Bank Y Y Optional

Sub-Type subtype
Hotel
5
Edit
Name Name able Type
e
Car Rental
Account statuscode Option Set Active Y Y Optional

Status
Closed
Contract Pending
Inactive
URL websiteurl Single Line 200 Y Y Optional

of Text
(URL)
Email emailaddres Single Line 100 Y Y Optional

s1 of Text
(Email)
Telephone telephone1 Single Line 50 Y Y Optional

1 of Text
(Address1_T
(Phone)
elephone1)
Telephone Telephone2 Single Line 50 Y Y Optional

2 of Text
(Address2_T
(Phone)
elephone2)
Primary Primarycont Lookup Y Y Optional

Contact actid
(target
fields
undeitable)
Line of Mk_lineofbu Option Set Association Y Y

Business siness
Auto/Home Supply Store
Banks
Body Shop
Broker
Business
Business Customer
Cargo GSA
Chain Drug
Chain Food
Chambers
Clinic
Commercial
Competing Dealer
Competitor
Consulate
6
Edit
Name Name able Type
e
Consultant
Contact Us
Contract Manufacturer
Convention Center
Corporation
Customer
Dealer
Department Store
Discount Store
Distributor
Drug Wholesaler
Educational Institute
Embassy
Govt Fire Services
Freight Forwarder
Fulfillment Shipper
GSA
Grocery Store
Ground Agent
Group of Companies
Home Center
Hospital
Hotel
Housing Company
Impound Agency
Industrial
Insurance Company
Internet Lead Service
Investment Offering
Investor
MICE
Marine Agent
Mass Merchandiser
Media
Meeting/Convention
Miscellaneous Vendor
7
Edit
Name Name able Type
e
Non-Store Retailer
NGO
Offshore Company
Other
Other Airlines
Paramedics
Partner
Partnership
Pharmacy
Planning Group
Police Services
Retailer
Service Center
Sole Proprietorship
Subcontractor
Supermarket
Supplier
Trading
University
Vendor
Wholesaler
Current FY Revenue Currency N Y Optional

Revenue
Last FY mk_lastperi Currency N Y Optional

Revenue odrevenue
Current Mk_current Currency To be added to the header N Y Optional

Year to yeartodate
Date
Last Year to Mk_lastyear Currency To be added to the header N Y Optional

Date todate
Category accountcate Option Set A N Y Optional

gorycode
B (Business
Required
C
for
D Corporates)
E
Categoriza mk_categori Date Y Y Optional

tion’s Date zationdate
8
Edit
Name Name able Type
e
Specialized mk_speciali Option Set Honeymoon Y Y Optional
Segments edsegments
Cruise
Golf
Kite Surfing
Medical
Wedding
Religious/Spiritual
Students
Workers
Seamen
MICE
Adventure Tourism
VFR
Luxury
Seniors
Any Other
Specialized mk_specializ Option Set Australia Y Y Optional

Destination eddestinatio
Indian Ocean
s ns
Africa
Europe
Asia
Middle East
Created by createdby Lookup N

(system
field)
uneditable
Created on createdon Date and N

Time
Modified modifiedby Lookup N

by (system
field)
uneditable
Modified modifiedon Date and N

on Time
Oracle mk_oracleve Single Line 50 Y Y Optional

Vendor ID ndorid of Text
Oracle mk_oracleve Single Line 50 Y Y Optional

Vendor site ndorsiteid of Text
9
Edit
Name Name able Type
e
ID
Oracle BILL mk_oraclebi Single Line 50 Y Y Optional

to Address lltoaddressr of Text
Reference eference
Oracle BILL mk_oraclebi Single Line 50 Y Y Optional

to lltocustomer of Text
Customer reference
Reference
Oracle SHIP mk_oraclesh Single Line 50 Y Y Optional

to Address iptoaddressr of Text
Reference eference
Oracle SHIP mk_oraclesh Single Line 50 Y Y Optional

to iptocustome of Text
Customer rreference
Reference
Notes description Multiple 2000 Y Optional

Lines of
Text
Currency transactionc Lookup Y Y Optional

urrencyid
(uneditable
)
Is Travel mk_istravela Boolean Y Y Optional

Agent gentactivate
Activated? d
2.2.28.3 Relationships
2.2.28.3.1 1:N Relationship
Primary Searchable Lookup Field Relationship
Related Entity Requirement Level
Entity Name Behavior
Account Y
Account Performance Account Required Referential
Account BSP Y Account
Sales
Account Performance Required Referential
Account Forward Y
Booking
Account Agreement Y Account Required Referential
Account Cargo Claim Y Consignee Referential
Account Cargo Claim Y Reported By Referential
Account Cargo Claim Y Shipper Referential
Loyalty Y
Account Membership Customer Referential
Account Partner Class Y Partner Referential
Account Price List Y Partner Referential
10
Account Product Y Partner Referential
Account Group Y Account Referential
2.2.28.3.2 N:1 Relationship

Account
Category
Calculation
Parameter Account Account Name Required Referential
2.2.28.3.3 N:N Relationships

Primary Searchable
Related Entity
Entity
Account Y
(through OOB
Connections) Account
2.2.28.4 Forms
2.2.28.4.1 3.2.1.4.1.1 Main Form
11
12
2.2.28.5 Views
2.2.28.6 Ribbon Configuration

No ribbon configuration is required for this entity
2.2.28.7 Declarative Workflows, Dialogs and Actions
2.2.28.8 Business Rules

2.2.28.8.1 <Rule-1>
Business Rule Definition
Name Corporate Code Prepopulation
Applicable to Main Form (Account Code)
Logic If [Account Type] equals “Corporate”

Then:
 Set [Account Code] “Global Corporate Code Counter”+”Two letter station”
Global Corporate Code Counter = AAAA, AAAB, etc.
13
2.2.28.8.2 <Rule-2>
Name Summarize Account Revenue
Applicable to Main Form
Logic Update “Account Revenue” with Account Performance record information as follows:
For Corporates: Only take into account those account performance records it associated
Agreement is active
For Travel Agencies: Take into account only account performance records if they are inside
the fiscal year
2.2.28.9 Plugins
Prepopulate Account Code

(corporate code)
Entity Account
Event onCreate
Logic Account Code will be prepopulated with:

{sequence}Station (e.g. AAAARE, AAABRE, AAACRE, AAADRE….AABARE). First 4
chars are an ABC sequence. Last 2 are formed like this (based on the Site):
MRUMK MU
RUNMK RE
ZSEMK RE
Note: If the user changes the prepopulated code then the system will warn the user if
the code is a duplicate but won’t prevent it from being used (record can be saved)
2.2.28.1 Charts
No charts have been identified
2.2.28.2 Auditing
Yes, required. The fields to be audited are mentioned in attributes section.
2.2.28.3 Field Level Security

Following fields are to be hidden from users with a GSA (General Sales Agent) role:
 [Specialized Segments]
 [Specialized Destinations]
1.1.2.[2.2.2.] Contact
Entity Definition
Entity Type System
Display Name Contact
Plural Name Contacts
14
Sales √ Settings X
Service X Loyalty X
Marketing X
Options for Entity
Enable for Interactive Hub √
Process
Feedback † X
Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † √
Knowledge Management X
Enable for SLA X
Data Services
Allow Quick Create √
Auditing √
Change Tracking X
Outlook
2.2.29.2 Attributes
The following table lists custom attributes to be created for the Contact entity.
Data Type Length Options Editable Audit
Name Name able Type
Mk_amadeusda DateTime N Y Y Optional
Amadeus Date te
Mk_seatprefer Option Set Window Y Y Y Optional

Seat
ence
Preference Aisle
Meal Mk_mealprefer Option Set Baby Y Y Y Optional

Preference ence
Bland
Child
Diabetic
Gluten
15
Intolerant
Hindu
Kosher
Low Calorie
Low Fat
Low Lactose
Low Salt
Moslem
Vegatarian
Vegan
Vegetarian
Hindu
Vegetarian Jain
Vegetarian
Lacto-Ovo
Vegetarian
Oriental
Vegetarian Raw
Mk_otherservic Text 100 Y Y Y Optional

Other Services e
FirstName firstname Text 100 Y Y Y Required
MiddleName middlename Text 100 Y Y Y
LastName lastname Text 100 Y Y Y
Salutation Option Set Mr. Y Y Y

(uneditable) Mrs.
Dr.
Salutation Miss
Job Title Jobtitle Text 100 Y Y Y
statecode Status Active Y Y Y
Status Inactive
Website Websiteurl Text 100 Y Y Y
Address1_co Text 100 Y Y Y

Address1 mposite
Gendercode OptionSet Male Y Y Y
Female
Gender Other
Passport Mk_Passport Text 100 Y Y Y

Number Number
MK_Preferred OptionSet English Y Y Y

Preferred Language
Language French
MK_Nationalit Lookup Y Y Y
y (Country)
(not found
country in
Nationality target field)
16
National ID MK_nationalid Text 100 Y Y Y
Birthdate Date and Y Y Y

Birthday Time
MK_passp Date and Y Y Y

ortexpiry time
Passport
Expiry
Date
Phone Start Mk_phonestar Date and Y Y Y

Date tdate Time
Phone End MK_phoneend Date and Y Y Y

Date date Time
Mk_emailstart Y Y Y
date
Email Start Date and
Date Time
Email End MK_emailend Date and Y Y Y

Date date Time
Fax MK_faxstartda Date and Y Y Y

StartDate te Time
Fax End MK_faxenddat Date and Y Y Y

Date e Time
MK_Comment Text Y Y Y
Comments s
Agreement Line Y
Contact Item Contact Required Referential
Contact Account Y
Performance Passenger Name Required Referential
Contact Cargo Claim Y Consignee Required Referential
Contact Cargo Claim Y Reported By Required Referential
Contact Cargo Claim Y Shipper Required Referential
Contact Loyalty Y Customer Required Referential
Membership
2.2.29.3.2 N:1 Relationships

Loyalty Y Primary
Membership Contact Membership Required Referential
Service Request Contact Y Service Request Required Referential
2.2.29.3.3 N:N Relationships

Primary Searchable
Related Entity
Entity
Contact Agreement Y
17
2.2.29.4 Information (Main Form)
Figure 1: Information Form
2.2.29.5 Views
Default Default Fields in Sort Field & Search
View Name View View Order Field Filter Criteria
Active Contacts Yes Full Name Customer Yes View List of all Active records
First Name (Ascending)
Last name
Primary
Membership
Email
Company Name
Business Phone
18
No Same as Active Same as Active Yes View List of all Inactive records
view view
Inactive Contacts

Not required

Not required
2.2.29.8 Plugins
Name Mode Message Stage Fields
UpdateAmadeusDate synchronous Update Post

Not required
2.2.29.10 Charts
No charts required
2.2.29.11 Auditing
Fields are captured in the table above.

Not required
1.1.3.[2.2.3.] Address
Entity Definition
Entity Type System
Display Name Address
Plural Name Addresses
Ownership None
Sales X Settings X
Service X Loyalty X
Marketing X
Options for Entity
Enable for Interactive Hub X
Process
Business Process Flows † X
19
Feedback † X
Notes (includes attachments) † X√
Activities † X√
Connections † X√
Sending Email (if an email field does not exist, one will be X√
created
Mail Merge X√
Access Teams X
Queues † X√
Automatically move records to owner's default queue XX
Knowledge Management X
Enable for SLA X
Data Services
Allow Quick Create X√
Duplicate Detection X√
Auditing (This entity will not be edited until auditing is enabled X√
for the organization)
Auditing X√
Change Tracking X
Outlook
2.2.29.14 Attributes
The following table lists custom attributes to be created for the Contact entity.
Data Type Length Options Editable Audit
Name Name able Type
Start Date Mk_startdate DateTime Y Y Y Optional
End Date Mk_enddate DateTime Y Y Y Optional
Country of Mk_countryoft Single line of 100 Y Y Y Optional

Type ype Text
Is Primary Mk_isprimary Two Option Y Y Y Optional
Is Active Mk_isactive Two Options Y Y Y Required
2.2.29.15.1 N:1 Relationships
Account Address Y Parent Required Parental
Contact Address Y Parent Required Referential
20
2.2.29.16 Information (Main Form)
Figure 2: Information Form
2.2.29.17 Views
Not Required
2.2.29.18 Not RequiredRibbon Configuration

Not required

Not required
2.2.29.20 Plugins
Not Required

Not required
2.2.29.22 Charts
No charts required
2.2.29.23 Auditing
Fields are captured in the table above.

Not required
[2.2.4.] Visits
2.2.28.10[2.2.28.9] Information
Entity Definition
Entity Type System (Appointments)
Display Name Visit
21
Plural Name Visits
Define as an Activity Entity √
Display in Activity Menus √
Sales √ Settings √
Service √
Marketing √
Process

Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † X
Enable for SLA X
Data Services
Duplicate Detection X
Outlook

2.2.28.11[2.2.28.10] Attributes
The following table lists custom attributes to be created for the Visit entity. The rest of fields are the OOB ones
Edit
Name Name able Type
e
Status Statuscode Option Set Completed (active) Y Y Y Business
Required
(not Pending (active)
editable)
Type mk_type Option Set Travel Agency Visit Y Y Y Optional

22
Edit
Name Name able Type
e
Corporate visit
Marketing Action
Sales Call
Emergency Visit
Events
Meeting
Other Visit
Site Visit
Required Mk_require Two Yes Y Y Y Optional

d Options No
2.2.28.12[2.2.28.11] Relationships
2.2.28.12.1[2.2.28.11.1] 1:N Relationship
Visit Visit Actions Y Visit Required Referential
2.2.28.13[2.2.28.12] Forms
2.2.28.13.1[2.2.28.12.1] 3.2.1.4.1.1 Main Form

Similar to Appointment Form but with a Type field on it and a Grid linking the Visit Actions
2.2.28.14[2.2.28.13] Views
2.2.28.15[2.2.28.14] Ribbon Configuration

2.2.28.16[2.2.28.15] Declarative Workflows, Dialogs and

Actions
2.2.28.17[2.2.28.16] Business Rules
2.2.28.18[2.2.28.17] Plugins
Set Activity completed
Entity Visit
Event onUpdate
23
Logic Can only set Status to “Completed” when all Visit Action records are also completed
2.2.28.4 Charts
2.2.28.5 Auditing
1.1.4.[2.2.5.] Visit Actions

2.2.28.19[2.2.28.18] Information
Entity Definition
Entity Type Custom
Display Name Visit Action
Plural Name Visit Actions
Define as an Activity Entity √ not selected(if selected means we cant select s,s,s)
Display in Activity Menus √
Sales √ Settings √
Service √
Marketing √
Process

Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † X
Enable for SLA X
Data Services
24
Outlook

2.2.28.20[2.2.28.19] Attributes
The following table lists custom attributes to be created for the Visit Action entity.
Edit
Name Name able Type
e
Status Statuscode Option Completed (active) Y Y Y Business
Set(its not Required
Pending (active)
editable)
Type mk_type Option Set Fares Y Y Y Optional

Group
Ticketing
Circular
Debit Note
Phone Call
Road Show
Kestrelflyer
Flown Revenue
Commercial Agreement
Competitors
Corporate
Marketing Activity
Market Share
Promotion
Pricing Anomalies
Refund
Reservation
Schedule Changes
Priority Jvm_priority Option Set Low Y Y Y Optional

Normal
High
25
Edit
Name Name able Type
e
Owner Ownerid Lookup Y Y Y Optional
(User)
(not
editable)
Subject Jvm_subject Single Line 100 Y Y Y Optional

of Text
Location Jvm_locatio Single Line 100 Y Y Y Optional

n of Text
Start Time Jvm_startti Date and Y Y Y Optional

me Time
End Time Jvm_endtim Date and Y Y Y Optional

e Time
Description Jvm_descrip Single Line 100 Y Y Y Optional

tion of Text
Visit (no schema) Lookup Y Y Y Optional

(Visit)
2.2.28.21[2.2.28.20] Relationships
2.2.28.21.1[2.2.28.20.1] N:1 Relationship
Visit Visit Action Visit Required Refential
2.2.28.22[2.2.28.21] Forms
2.2.28.22.1[2.2.28.21.1] 3.2.1.4.1.1 Main Form

Similar to Appointment Form but with a Type and Visit (lookup field) on it
2.2.28.23[2.2.28.22] Views
2.2.28.24[2.2.28.23] Ribbon Configuration

26
2.2.28.25[2.2.28.24] Declarative Workflows, Dialogs and
Actions
2.2.28.26[2.2.28.25] Business Rules
2.2.28.7 Charts
2.2.28.8 Auditing
1.1.5.[2.2.6.] Groups
Entity Definition
Entity Type Custom
Display Name Group
Plural Name Groups
Display in Activity Menus X(selected)
Service √
Marketing √
Process

Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † X
Enable for SLA X
Data Services
Duplicate Detection X (selected)

27
for the organization) X
Outlook

2.2.30.2 Attributes
The following table lists custom attributes to be created for the Group entity.
Edit
Name Name able Type
e
Group Name(no Single Line 100 Y Y Y Business
Name schema of Text Required
with this)
Group mk_groupco Single Line 50 Y Y Y Optional

Code de of Text
Route mk_route Single Line 50 Y Y Optional

of Text
Pax mk_paxamo Whole Y Optional

Amount unt Number
Tariff mk_tariff Single Line 100 Y Y Optional

of Text
Flown mk_flown Two Y Y Optional

Options
(checkbox)
(not found
checkbox)
Materialize mk_material Two Y Y Optional

d ized Options
(Checkbox)
(not found
checkbox)
EMD # mk_emd Single Line 50

of Text
Currency Transactionc Lookup Y Optional

urrencyid
(didn’t
found)
Date mk_date Date Y N Optional
28
Group Group Line Item N Name Required Referential

Account Group N Account Required Referential
2.2.30.4 Forms
2.2.30.5 Views
2.2.30.5.1 Active Groups
Default Default Fields in Search

View Name View View Sort Field & Order Field Filter Criteria
Yes Group Name
Created On Created On Yes All with Status = Active
Active Groups

Not required

Not required
29
Not required
2.2.30.9 Charts
Not required
2.2.30.10 Auditing
Not required

Not required
1.1.6.[2.2.7.] Group Line Items

Entity Definition
Entity Type Custom
Display Name Group Line Item
Plural Name Group Line Items
Service √
Marketing √
Process

Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † X
Enable for SLA X
Data Services
30
Outlook

2.2.31.2 Attributes
The following table lists custom attributes to be created for the Group Line Item entity.
Edit
Name Name able Type
e
Group name (not Single Line 100 Y Y Y Business
Name available) of Text Required
Group mk_groupco Single Line 50 Y Y Y Optional

Code de of Text
Pax mk_paxamo Whole Y Optional

Amount unt Number
Tariff mk_tariff Single Line 100 Y Y Optional

of Text
EMD # mk_emd Single Line 50 Y Y Optional

of Text
Currency transactionc Lookup Y Optional

urrencyid
(not
available)
Date mk_date Date Y N Optional
Remarks Description Multiples 2000 Y Optional

Lines of
(not
Text
available)
Group Group Line Item N Name Required Referential
31
2.2.31.4 Forms
2.2.31.5 Views
2.2.31.5.1 Active Group Line items
Default Default Fields in Search

View Name View View Sort Field & Order Field Filter Criteria
Yes Group
Created On Created On Yes Status = active
Active Group line items

Not required

Not required

Not required
2.2.31.9 Charts
Not required
2.2.31.10 Auditing

Not required
1.1.7.[2.2.8.] Account Performance

Entity Definition
Entity Type Custom
Display Name Account Performance
Plural Name Account Performances
32
Service X
Marketing X
Process

Activities † √
Connections † √
created X
Mail Merge X
Access Teams X
Queues † X
Enable for SLA X
Data Services
Outlook

2.2.32.2 Attributes
The following table lists custom attributes to be created for the Account Performance entity.
Edit
Name Name able Type
e
Month mk_month Option Set Standard Month of Year N N Y Optional
(MonthofY option set
ear)
Year mk_year Single Line 4 N N Y Optional

of Text
Current FY Mk_currentf Date N N Y Optional

month ymonth
Class mk_class Option Set  Economy N N N Optional

(Cabin  Premium Economy
Class)  Business
 First
33
Edit
Name Name able Type
e
Currency Transactionc Lookup N Y Optional
urrencyid
Current mk_cymont Currency N Optional

Year hrevenue_b
Month ase
Revenue
(Base)
Current mk_cymont Currency N Optional

Year hrevenue
Month
Revenue
Last Year mk_lymonth Currency N Optional

Month revenue_ba
Revenue se
(Base)
Last Year mk_lymonth Currency N Optional

Month revenue
Revenue
Revenue mk_revenue Decimal [Revenue Variance] = N Optional

Variance variance Number [Current Revenue – Last
Year Revenue)/Last year -
(Calculated
month revenue
)
Current mk_currenty Whole N Optional

Year earcoupons Number
Coupons
Last Year mk_lastyear Whole N Optional

Coupons coupons Number
Coupons mk_coupons Decimal [Coupons Variance] = N Optional

Variance variance Number (Current Coupons – Last
Year-Coupons) / Last Year
(Calculated
Coupons
)
Account mk_account Lookup N Optional

(Account)
Agreement mk_agreem Lookup N Optional

ent (Agreemen
t)
Flight Date mk_flightdat Date N Optional

e
Passenger mk_passeng Lookup N Optional

name ername (Contact)
Details mk_details Multi Line 255 N Optional

34
Edit
Name Name able Type
e
of Text
From mk_fromsec Single Line 50 N Optional

Sector tor of Text
To Sector Single Line 50 N Optional

mk_tosector
of Text
Class of mk_classoftr Option Set Global option set cabin N Optional

Travel avel class
Ticket AL Single Line 4 N Optional

mk_ticketal
of Text
Ticket No. Single Line 10 N Optional

mk_ticketno
of Text
Coupon Single Line 2 N Optional

mk_coupon
of Text
Revenue mk_revenue Currency N Optional

(base) _base
Revenue mk_revenue Currency N Optional
Reduction mk_reductio Single Line 100 N Optional

Code ncode of Text
Fare Basis mk_farebasi Single Line 100 N Optional

s of Text
IATA Fare mk_iatafare Single Line 100 N Optional

Basis basis of Text
Corporate mk_corpora Single Line 100 N Optional

Code tecode of Text
Fare Type Single Line 100 N Optional

mk_faretype
of Text
Fare Type Two N Optional

mk_faretype
Revenue Options
revenue
(checkbox)
Worker Two N Optional

mk_workerf
Fare Options
are
(Checkbox)
RBD mk_rbd Option Set Global Booking Class Letter N Optional
YQ (Base) mk_yq_base Currency N Optional
YQ mk_yq Currency N Optional
Agent Code mk_agentco Single Line 100 N Optional

de of Text
Agent mk_agentna Single Line 100 N Optional

35
Edit
Name Name able Type
e
Name me of Text
Flight mk_flightnu Single Line 10 N Optional

Number mber of Text
[2.2.32.3.1] 1:N Relationship
Compensation N
Service Request Detail Service Request Optional Referential
‍
[2.2.32.3.2] N:1 Relationship

Account N
Account N Passenger Name
Contact Performance Required Referential
Account N
Agreement Performance Agreement Optional Referential
36
2.2.32.4 Forms
2.2.32.4.1 <Form-1>
2.2.32.4.2 3.2.1.4.1.1 Main Form
2.2.32.5 Views

Not required
2.2.32.9 Plugins
Name Entering manual records
37
Applicable to Create/Update
Logic No records can be entered manually in the Account Performance table.
Note: any update done through an admin user will not trigger any plugin
2.2.32.10 Charts
Not required
2.2.32.11 Auditing
1.1.8.[2.2.9.] Account Forward Booking Performance

Entity Definition
Entity Type Custom
Display Name Account Forward Booking Performance
Plural Name Account Forward Booking Performances
Service X
Marketing X
Process

Activities † √
Connections † √
created X
Mail Merge X
Access Teams X
Queues † X
38
Enable for SLA X
Data Services
Outlook

2.2.33.2 Attributes
The following table lists custom attributes to be created for the Account Forward Booking Performance entity.
Edit
Name Name able Type
e
Account mk_account Lookup Optional
(account)
Month mk_month Option Standard Month of Year Y N Y Optional

Set(It option set
should
Date and
Time)
(MonthofY
ear)
Year mk_year Single Line 4 Y N Y Optional

of Text
Class mk_class Option Set Economy Y N N Optional

(Cabin
Premium Economy
Class)
Business
First
Route mk_route Single Line 50 Y Y Optional

of Text
Current FY mk_currentf Whole Optional

Forward yforwardbo Number
Booking oking

Budgeted ybudgetedp Number
Pax ax
39
Edit
Name Name able Type
e
Expected yexpectedb Number
Booking ooking
Last FY mk_lastfyfor Whole Optional

Forward wardbookin Number
Booking g
Last FY mk_lastfybu Whole Optional

Budgeted dgetedpax Number
Pax
Bookings mk_booking Decimal Optional

Variance svariance Number
Expected v mk_expecte Decimal Optional

Budgeted dvbudgeted Number
Variance variance
Account Forward N
Booking
Account Performance Account RequiredOptional Referential
2.2.33.4 Forms
2.2.33.4.1 <Form-1>
2.2.33.4.2 3.2.1.4.1.1 Main Form
2.2.33.5 Views

Not required
40
2.2.33.7.1 <Workflow-1>
Workflow Definition
Process Name Variance Calculation
Category Workflow
Entity Account Forward Booking Performance
Run this workflow in background No
Run as on demand process No
Run as child workflow No
Scope Organization
Start when Record creation.
Logic Set [Bookings Variance] = (Current Year Forward Booking – Last Year Forward
booking)/Last year forward booking
Set [Expected v Budgeted Variance] = (Current FY Expected booking – Last Year
budgeted pax) / Last Year budgeted pax
2.2.33.8 Business Rule

Not required
2.2.33.9 Charts
Not required
2.2.33.10 Auditing

Not required
1.1.9.[2.2.10.] Account BSP Sales Performance

Entity Definition
Entity Type Custom
Display Name Account BSP Sales Performance
Plural Name Account BSP Sales Performances
Display in Activity Menus X(unable to edit)
41
Service X
Marketing X
Process

Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † X
Enable for SLA X
Data Services
Outlook

2.2.34.2 Attributes
The following table lists custom attributes to be created for the Account BSP Sales Performance entity.
Edit
Name Name able Type
e
(account)
Month mk_month Option Set Standard Month of Year Y N Y Optional

(MonthofY option set
ear)
Year mk_year Single Line 4 Y N Y Optional

of Text
CY – Month mk_cymont Currency Optional

42
Edit
Name Name able Type
e
BSP Sales - hbspsalesin
Industry dustry
CY – Month mk_cymont Currency Optional

MK Sales - hmksalesind
Industry ustry
CY Month mk_cymont Decimal Optional

Market hmarketshar Number
Share (%) e
LY – mk_lycurren Currency Optional

Current tmonthbsps
Month BSP alesindustry
Sales -
Industry
LY – mk_lycurren Currency Optional

Current tmonthmksa
Month MK lesindustry
Sales -
Industry
LY Current mk_lycurren Decimal Optional

Month tmonthmark Number
Market etshare
Share (%)
CY – BSP mk_cybspco Whole Optional

Coupons - uponsindust Number
Industry ry
CY – BSP mk_cybspco Whole Optional

Coupons - uponsmk Number
MK
CY – BSP mk_cybspco Decimal Optional

Coupons uponsmarke Number
Market tshare
Share
LY – BSP mk_lybspco Whole Optional

Coupons - uponsindust Number
Industry ry
LY – BSP mk_lybspco Whole Optional

Coupons - uponsmk Number
MK
LY – BSP mk_lybspco Decimal Optional

Coupons uponsmarke Number
Market tshare
Share
43
Account Forward N
Booking
2.2.34.4 Forms
2.2.34.4.1 3.2.1.4.1.1 Main Form
2.2.34.5 Views

Not required

Not required

Not required
2.2.34.9 Charts
Not required
2.2.34.10 Auditing

Not required
1.1.10.[2.2.11.] Agreement Line Items

Entity Definition
Entity Type Custom
Display Name Agreement Line Item
Plural Name Agreement Line Items

44
Display in Activity Menus X(not editable)
Service X
Marketing X
Process

Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † X
Enable for SLA X
Data Services
Outlook

2.2.36.2 Attributes
The following table lists custom attributes to be created for the Agreement Line Item entity.
Edit
Name Name able Type
e
Agreement mk_agreem Lookup Y Y Business
Name entname (Agreemen Required
t)
CRTA # mk_crta Single Line 100 Y Optional
45
Edit
Name Name able Type
e
of Text
Transaction mk_transac Option Set  TSC Ticket Y Y Optional

Type tiontype (global  TSC Service
from Type  Airline Tickets
of Reward  Ticket upgrades
Scheme)  15 Min HT
 30 Min HT
 45 Min HT
 60 Min HT
 Rebate Tickets 1
 Cash Back
 Corporate Miles
Transaction mk_transac Date Y Y Optional

Date tiondate
Ticket Issue mk_ticketiss Date Y Y Optional

Date uedate
Ticket mk_ticketnu Single Line 100 Y Y Optional

Number(s) mbers of Text
Amount/ Mk_amount Decimal Y Y Optional

Quantity quantity Number
Transaction mk_transac Currency Y Y Optional

/Ticket tionticketval
Value ue
Transaction mk_transac Currency N Y Optional

/Ticket tionticketval
Value ue_base
(Base)
Reward mk_rewardli Lookup Y Y Optional

Link nk (Reward
Scheme)
Cabin Class mk_cabincla Option Set  Economy Y Y Optional

ss (global  Premium Economy
Cabin  Business
Class)  First
Passenger mk_passeng Lookup Y Y Optional

Name ername (Contact)
Routing mk_routing Single Line 100 Y Y Optional

of Text
Basic mk_basicdes Option Set  ID

Designator ignator (Global  S1
“Basic  R1
46
Edit
Name Name able Type
e
Designator  R2
Picklist”)  AD
 N1
 N2
Approver mk_approve Single Line 100 Y Y Optional

Name rname of Text
Airport mk_airportt Currency Y Y Optional

Taxes and axes
Charges
Fuel mk_fuelsurc Currency Y Y Optional

Surcharges harges
Cost Center mk_costcent Single Line 100 Y Y Optional

er of Text
Remarks mk_remarks Single Line 100 Y Y Optional

of Text
Status Statuscode Option Set  Active Y Y Optional

 Send to Interface
 Interfaced
Currency transactionc Lookup Y Y Optional

urrencyid (Currency)
Service mk_servicet Option Set  Ticketing Y Y Optional

Type ype  Service
Country mk_country Option Set Y Y Optional

(Global
“Site”)
Supplier mk_supplier Single Line 100 Y Y Optional

Code code of Text
Invoice mk_invoicen Single Line 100 Y Y Optional

Number umber of Text
Invoice mk_invoiced Date Y Y Optional

Date ate
Invoice mk_invoicer Date Y Y Optional

Received eceiveddate
Date
Services mk_services Two Y Y Optional

Received received Options
(Checkbox)
Services mk_services Two Y Y Optional

Rendered rendered Options
(Checkbox)
47
Edit
Name Name able Type
e
Invoice mk_invoicea Currency Y Y Optional
Amount mount
Invoice mk_invoice Currency N Y Optional

Amount amount_bas
(Base) e
Cost Center mk_costcent Option Set TBD Y Y Optional

er
Division Mk_division Option Set TBD Y Y Optional
Service Mk_servicet Option Set TBD Y Y Optional

Type ype
VAT Mk_vatamo Currency  Y Y Optional

Amount unt
VAT Mk_vatamo Currency  N Y Optional

Amount unt_base
(Base)
Description Mk_descrip Multiple 2000  Y Y Optional

tion Lines of
Text
Invoice Info Mk_invoicei Two  Y Y Optional

populated nfopopulate options
d (Checkbox)
Agreement Line Y
Contact Item Contact Optional Referential
Agreement Line Y
Agreement Item Agreement Required Referential
Reward Agreement Line Y
Information Item Reward Link Optional Referential
Agreement Line Y
Product Item Product Optional Referential
48
2.2.36.4 Forms
2.2.36.4.1 3.2.1.4.1.1 Main Form
2.2.36.5 Views
2.2.36.5.1 ALI Services QV
Default
View Name View Default Fields in View Sort Field & Order Search Field Filter Criteria
No Created On (Descending) Transaction Type = TSC Service
ALI Services
QV
49
2.2.36.5.2 ALI Tickets QV
Default
View Name View Default Fields in View Sort Field & Order Search Field Filter Criteria
No Created On (Descending) Transaction Type = TSC Tickets
ALI Tickets
QV

Not required

2.2.36.7.1 <Workflow-1>
Workflow Definition
Process Name Ready to be exported
Category Workflow
Entity Agreement Line Item
Run this workflow in background No
Run as on demand process Yes
Run as child workflow No
Scope Organization
Start when Trigger it on the ribbon
Logic Set [Status] = Send to interface

Set Record RO

2.2.36.8.1 <Rule-1>
Name Agreement Cost Center Prepopulation
Applicable to Cost Center on Main Form
Logic  At record creation prepopulate with Cost Center value from Agreement it belongs
to.
2.2.36.8.2 <Rule-2>
Name Agreement Division Prepopulation
Applicable to Division on Main Form
50
Logic  At record creation prepopulate with Division value from Agreement it belongs to.
2.2.36.8.3 <Rule-3>
Name Agreement Service Type Prepopulation
Applicable to Service Type on Main Form
Logic  At record creation prepopulate with Service Type value from Agreement it belongs
to.
2.2.9.1 Plugins
Entering ALI records
Entity Agreement Line Items
Event OnCreate, OnUpdate
Logic Agreement Line Items can be recorded if Transaction Date is less than or equal to
Agreement end date or less than or equal to Contract extended date (if this later is
populated).
If Transaction date is outside Agreement validity it cannot be recorded.
2.2.36.9 Charts
Not required
2.2.36.10 Auditing

Not required
1.1.11.[2.2.12.] Agreements
Entity Definition
Entity Type Custom
Display Name Agreement
Plural Name Agreements
51
Service X
Marketing X
Process

Activities † √
Connections † √
created √
Mail Merge √
Access Teams X
Queues † X
Enable for SLA X
Data Services
Outlook

2.2.35.2 Attributes
The following table lists custom attributes to be created for the Agreement entity.
Edit
Name Name able Type
e
(account)
Account (no Field will show the N

Current schema Account Current Revenue
Revenue name) of the associated account.
Agreement mk_agreem Single Line 100 Y Y Business

# ent of Text Required
52
Edit
Name Name able Type
e
Agreement mk_name Single Line 100 Y Y Business
Name of Text Required
Agreement mk_agreem Option Set Global “Agreement Type” Y Y Optional

Type enttype Option Set:
Corporate Incentive
Corporate No Incentive
Credit Facilities
Government Incentive
Govt. Non Inc.
Incentive Agreement
TSC
Committed Seat
Group
Rebate Facilities
Ad-Hoc
Revision mk_revision Whole N Y Optional

Number
Created by createdby Lookup N

(system
field)
Created on createdon Date and N

Time
Site mk_site Option Set BOMMK Y Optional

(from
CPTMK
global
option set) DELMK
DURMK
FRAMK
GVAMK
HKGMK
JNBMK
KULMK
LONMK
MAAMK
MELMK
MILMK
MRUMK
NBOMK
53
Edit
Name Name able Type
e
PARMK
PERMK
RRGMK
RU4MK
RUNMK
SINMK
SYDMK
TNRMK
ZRHMK
ZSEMK
Rational OK mk_rational Two Y Y Optional

ok Options
(Checkbox)
Agreement mk_agreem Two Y Y Optional

OK entok Options
(Checkbox)
Status statuscode Option Set  Active (Inactive) Y Y Business

 Pending (Active) Required
(Datatype
is status  Inactive (Inactive)
reason)  Expired (Inactive)
 Closed (Inactive)
Agreement statecode Option Set  Active N Y Optional

Status  Inactive (not on the
form)
Start Date mk_startdat Date Y Y Optional

e
End Date mk_enddate Date Y Y Optional
Contract mk_contract Two N Y Optional

Extended extended Options
(Checkbox)
Extension mk_extensio Single Line 100 Y Y Optional

Reason nreason of Text
Credit mk_creditco Single Line 100 Y Y Optional

Code de of Text
Bank mk_bankgua Single Line 100 Y Y Optional

Guarantee rantee of Text
Tariff Code mk_tariffcod Lookup (no Fare Information Y Y Optional

e (Fare available)
Informatio
n)
54
Edit
Name Name able Type
e
Agreement mk_agreem Currency Y Y Optional
Amount entamount
Agreement mk_agreem Currency N Y Optional

amount entamount_
(Base) base
Agreement mk_agreem Currency Sum of all Agreement Line Y Y Optional

Amount entamountu Items “Transaction/Ticket
Rollup
Used for sedforticket Value” fields where
Tickets s Transaction Type = “TSC
Ticket”
Agreement mk_agreem Currency (duplicate name N Y Optional

Amount entamountu already exists)
Used for sedforticket
Tickets s_base
(Base)
Residual mk_residual Currency Agreement Amount – Y Y Optional

for Tickets fortickets Agreement Amount used
Calculated
for tickets
Residual mk_residual Currency (Duplicate field name) N Y Optional

for Tickets fortickets_b
(Base) ase
Agreement mk_agreem Currency Sum of all Agreement Line Y Y Optional

Amount entamountu Items “Transaction/Ticket
Rollup
Used for sedforservic Value” fields where
Services es Transaction Type = “TSC
Service”
Agreement mk_agreem Currency (duplicate name found) N Y Optional

Amount entamountu
Used for sedforservic
Services es_base
(Base)
Residual mk_residual Currency Agreement Amount – Y Y Optional

for Services forservices Agreement Amount used
Calculated
for Services
Residual mk_residual Currency N Y Optional

for Services forservices_
(Base) base
IATA mk_iataexch Decimal Y Y Optional

Exchange angerate Number
RateExchan
ge Rate
TSC mk_tscagree Decimal Agreement Amount * IATA N Y Optional

Agreement mentamoun Number Exchange Rate
Amount t
55
Edit
Name Name able Type
e
(Calculated
)
Currency Transactionc Lookup Y Y Optional

urrencyid (Currency)
Agreement mk_agreem Option Set Rebate Tickets Y Y Optional

Amount entamountt
Upgrade
Type ype
Cash Back
Others
Currency
Tickets
Miles
Follow- mk_followu Multi Line 255 Y Y Optional

Up/ p of Text
Description
Corporate mk_corpora Currency (No Rollup Current Year Month N Y Optional

Travel tetravelamo account Revenue (Account Y
(Rollup)
Amount in untinfirst perform Performance records)
First ance where Class = First. NOTE:
records) For MRU in Ruppies and
for RUN in Euros
Corporate mk_corpora Currency No Rollup Current Year Month N Y Optional

Travel tetravelamo acco Revenue (Account Y
(Rollup)
Amount in untinbusines unt Performance records)
Business s perfo where Class = Business.
rman NOTE: For MRU in Ruppies
ce and for RUN in Euros
recor
ds)
Corporate mk_corpora Currency No Rollup Current Year Month N Y Optional

(Rollup)
Amount in untinecono unt Performance records)
Economy my perfo where Class = Economy.
rman NOTE: For MRU in Ruppies
ce and for RUN in Euros
recor
ds)
Corporate mk_corpora Currency (No Rollup Current Year Month N Y Optional

(Rollup)
Amount unt unt Performance records).
perfo NOTE: For MRU in Ruppies
rman and for RUN in Euros
ce
recor
ds)
56
Edit
Name Name able Type
e
Cost Center mk_costcent Option Set TBD Y Y Optional
er
Division Mk_division Option Set TBD Y Y Optional
Service Mk_servicet Option Set TBD Y Y Optional

Type ype
Remarks Mk_remarks Single Line 100 Y Y Optional

of Text
Agreement Line Y Agreement
Agreement Item Name Required Referential
Reward Y Agreement
Agreement Information Optional Referential
Account Y
Agreement Performance Agreement Optional Referential
Agreement Contact Y Agreement Optional Referential

Account Agreement Account Required Referential
Fare Information Agreement Tariff Code Optional Referential
2.2.35.4 Forms
57
2.2.35.4.1 3.2.1.4.1.1 Main Form
2.2.35.5 Views

Add a button named “Copy Agreement with beneficiaries” with following logic
Process Name Copying of Agreement
58
Entity Agreement
Run this in background No
Run as on demand process Yes
Scope Organization
Start when Trigger it on the ribbon and only available when the agreement status is “expired”.
The above process is applicable to only corporate agreements of following types:
 Corporate Incentive
 Corporate No Incentive
 Govt Inc
 Govt Non Inc
 Group Contract
 AD HOC
Logic Process will copy the Agreement Beneficiaries when the Agreement is copied. All other
child records will not be copied over. These Field Values must be copied over:
Account
Agreement Name
Agreement Type
Site
Start Date
Agreement Amount
Residual for Tickets
Exchange Rate
Currency
Agreement Amount Type
Follow-Up/Description
Corporate Travel Amount in First
Corporate Travel Amount in Business
Corporate Travel Amount in Economy
Corporate Travel Amount
Cost Center
Division
Service Type

2.2.35.8.1 <Rule-1>
Name Agreement Name Prepopulation
Applicable to Agreement Name on Main Form
59
Logic  Concatenation: Site + / + Agreement type + Serial + FY
2.2.35.8.2 <Rule-2>
Name RO for TSC Agreement in Status Pending
Logic Agreement type= TSC then Status Pending allows editing (only). All other Status make
the record RO (Only applicable for TSCs meaning that when Agreement type <> TSC
then also Status Active allows editing)
2.2.35.8.3 <Rule-3>
Name Revision Number update
Logic With each change from Agreement Status “Pending” to “Active” the Revision number
must be increased by 1.
2.2.9.1 Plugins
Only one active Agreement

Type /account
Entity Agreement
Event onCreate, onUpdate
Logic Per account only one active agreement type must exist
The system must warn the user if he tries to create another agreement of the same
type that is active linked to same account. (not allow it to be created)
Association/Disassociation
Beneficiaries
Entity Agreement
Event onUpdate
Logic When a Contact is associated or disassociated from the agreement beneficiaries a

record is created under “Agreement Beneficiaries Movement” with following
information:
- Contact lookup
- Agreement lookup
- Mode (association or disassociation)
- Processed flag
60
2.2.35.9 Charts
Not required
2.2.35.10 Auditing

Not required
1.1.12.[2.2.13.] Agreement Beneficiaries Movements

Entity Definition
Entity Type Custom
Display Name Agreement Beneficiary Movement
Plural Name Agreement Beneficiary Movements
Ownership Organization
Sales X Settings √
Service X
Marketing X
Process

Activities † √
Connections † √
created X
Mail Merge X
Access Teams X
Queues † √
Automatically move records to owner's default queue √
Enable for SLA √
Data Services
Outlook
61

2.2.37.2 Attributes
The following table lists custom attributes to be created for the Agreement Beneficiary Movements.
Edit
Name Name able Type
e
Contact Mk_contacti Lookup N Y Optional
d (Contact)
Agreement Mk_agreem Lookup (duplicate field name N Y Optional

entid (Agreemen exists)
t)
Mode Mk_mode Option Set Association N Y Optional

Disassociation
Created Mk_created Date N Y Optional

date on
Processed Mk_process Two (no checkbox available in N Y Optional

ed Options Two Options)
(Checkbox)
Agreement
Beneficiary
Contact Movement Contact Optional Referential
Agreement
Beneficiary
Agreement Movement Agreement Optional Referential
2.2.37.4 Forms
Not required
2.2.37.5 Views
Not required

Not required
62
Not required

Not required
2.2.37.9 Charts
Not required
2.2.37.10 Auditing

Not required
1.1.13.[2.2.14.] Reward Scheme

Entity Definition
Entity Type Custom
Display Name Reward Scheme
Plural Name Reward Schemes
Service X
Marketing X
Process

Activities † √
Connections † √
created X
Mail Merge X
Access Teams X
Queues † X
63
Enable for SLA X
Data Services
Outlook

2.2.38.2 Attributes
The following table lists custom attributes to be created for the Reward Scheme entity.
Edit
Name Name able Type
e
Agreement mk_agreem Lookup Y Y Business
ent (Agreemen Required
t)
Status statecode Option Set (data Active Y Y Optional

type
Inactive
is
statu
s)
Start Date mk_startdat Date Y Y Optional

e
End Date mk_enddate Date Y Y Optional
Reward mk_rewardt Option Set (global option set) Y Y Optional

Type ype (Type of
Reward
Scheme)
Class of mk_classofti Option Set Y Y Optional

Ticket cket (Cabin
Class
Amount mk_amount Decimal Y Y Optional

granted granted Number
Amount mk_amount Decimal (pen Sum of all Agreement Line Y Y Optional

used used Number ding) Items “Amount/Quantity”
linked to the Reward
(Rollup)
Scheme record
Balance mk_balance Decimal Amount Granted – Y Y Optional

Number Amount used
64
Edit
Name Name able Type
e
(Calculated
)
Reward
SchemeInformati Agreement Line
on Item Reward Link Optional Referential

Reward Y
SchemeInformati
Agreement on Agreement Optional Referential
2.2.38.4 Forms
2.2.38.4.1 3.2.1.4.1.1 Main Form
2.2.38.5 yoViews

Not required

Not required

Not required
2.2.38.9 Charts
Not required
65
2.2.38.10 Auditing

Not required
1.1.14.[2.2.15.] Account Category Calculation Parameters

Entity Definition
Entity Type Custom
Display Name Account Category Calculation Parameter
Plural Name Account Category Calculation Parameters
Ownership Organization
Sales X Settings √
Service X
Marketing X
Process

Activities † √
Connections † √
created √
Mail Merge X
Access Teams X
Queues † X
Enable for SLA X
Data Services
Outlook
Reading pane in CRM for Outlook X
Offline Capability for CRM for Outlook X

66
2.2.40.2 Attributes
The following table lists custom attributes to be created for the Account Category Calculation Paramenter entity.
Edit
Name Name able Type
e
Parameter Mk_name Single Line 100 Y Y Y Business
Name of Text Required
(mk_param
etername)
Based on mk_basedo Option Set Revenue Y Y Optional

n
Tickets sold
Valid from Mk_validfro Date Y Y Optional

m
Valid to Mk_validto Date Y Y Optional
Status Mk_statusco Option Set Active Y Y Optional

de
Applied
Draft
Threshold Mk_threshol Whole Y Y Optional

A from dafrom Number

A to dato Number

B from dbfrom Number

B to dbto Number

C from dcfrom Number

C to dcto Number

D from ddfrom Number

D to ddto Number
Threshold E Mk_threshol Whole Y Y Optional

from defrom Number
Threshold E Mk_c Whole Y Y Optional

to (mk_thresh Number
oldeto)
67
Edit
Name Name able Type
e
Notes description Multiple 2000 (not available as system Y Optional
Lines of entity)
Text
2.2.40.4 Forms
2.2.40.5 Views

Add a button called “Calculate Categories” with following logic:
Process Name Category Calculation
Entity Account Category Calculation Paramenter
Condition Only on demand. No automatic process in the background
Scope Organization
Logic 1. Gets Parameters from Business: The responsible user will get the parameters
set by the business for the next period.
2. Account list created based on indicators used by the administrator: The account
view/list will be created using the search criteria set by the business. This list is
linked to the record created to capture the threshold parameters
3. Parameters are entered for calculation of categories: All threshold values for the
calculation of the categories are entered. The rest of necessary values are
entered as well (defined during design phase)
4. Categories are calculated for the list of accounts: Actual calculation is
performed by selecting the “Calculate Categories” action. All Accounts in the list
are then updated with calculated categories.
5. Record is marked “applied” and set RO: The parameters record is set to Read-
Only and its status changed to “Applied” indicating that the calculation has been
performed.

2.2.40.7.1 <Workflow-1>

2.2.40.8.1 <Rule-1>
2.2.40.9 Charts
Not required
2.2.40.10 Auditing

Not required
68
2.[3.] CRM GENERAL CONFIGURATION DESIGN
2.1.[3.1.] Business Unit Hierarchy

The business unit (BU) hierarchy of CRM Solution being implemented for Air Mauritius is as per below screenshot.
The root level CRM Org is ‘Air Mauritius’, under which ‘Commercial’ business unit is created.
Commercial business unit is further divided into 3 BUs i.e. Commercial HQ, Sales & Distribution and Loyalty
Management.
MRU business unit under Sales & Distribution BU will have all Mauritius station related users and teams.
All outstations BUs will be created under Commercial HQ BU and their respective users and teams will be created
under their own BUs. The total outstation BUs to be created and the hierarchy amongst them is as follows
China
Beijing
Chengdu
Guangzhou
Shanghai
India
Chennai
Delhi
Bengaluru
Mumbai
SA
Johannesburg
Cape Town
Durban
69
Australia
Melbourne
Perth
Reunion
St Denis
St Pierre
Madagascar
Antananarivo
Germany
Frankfurt
Malaysia
Kuala Lumpur
UK
London
Spain
Madrid
Italy
Milan
Tanzania
Dar-es-Salam
Switzerland
Geneva
France
Paris
Mozambiqu
e
Maputo
Kenya
Nairobi
Rodrigues
Hong Kong
Singapore
2.2.[3.2.] Security Roles

Below are the security roles identified for Air Mauritius CRM implementation. Please refer here to get more details
about the access levels and record level privileges defined in below matrices.
Account and Sales Management - Security Roles
Creat Writ Delet Shar Assig Appen Append

Role Name Entity e Read e e e n d To
Sales Outstations
and MRU Account BU Org BU None BU BU BU BU
Contact BU BU BU None BU BU BU BU
Group None BU BU None None None BU None
Group Line Items None BU BU None None None BU None
Account Performance None BU None None None None None None

70
Account Forward Booking None BU None None None None None None
Account BSP Sales
Performance None BU None None None None None None
Agreement BU BU BU None BU BU BU BU
Agreement Line Items BU BU BU None BU BU BU BU
Agreement Beneficiaries BU BU BU None BU BU BU BU
Reward Scheme None BU None None None None None None
Fare Information None BU None None None None None None

Account Category Calculation Non
Parameter None e None None None None None None

Sales GSA Account BU Org BU None BU BU BU BU
Group None BU None None None None None None
Group Line Items None BU None None None None None None
Non
Account Performance None e None None None None None None
Non
Account Forward Booking None e None None None None None None
Account BSP Sales Non
Performance None e None None None None None None
Agreement None BU None None None None None None

Non
Agreement Line Items None e None None None None None None
Agreement Beneficiaries None BU None None None None None None

Non
Reward Scheme None e None None None None None None
Non
Fare Information None e None None None None None None
Account Category Calculation Non
Parameter None e None None None None None None

Sales
Administrator Account Org Org Org None Org Org Org Org
Contact Org Org Org None Org Org Org Org
Group Org Org Org None Org Org Org Org
Group Line Items Org Org Org None Org Org Org Org
71
Account Performance Org Org Org None Org Org Org Org
Account Forward Booking Org Org Org None Org Org Org Org
Account BSP Sales
Performance Org Org Org None Org Org Org Org
Agreement Org Org Org None Org Org Org Org
Agreement Line Items Org Org Org None Org Org Org Org
Agreement Beneficiaries Org Org Org None Org Org Org Org
Reward Scheme Org Org Org None Org Org Org Org
Fare Information Org Org Org None Org Org Org Org
Account Category Calculation
Parameter Org Org Org None Org Org Org Org
Loyalty Management Security Roles
Appen Appen
Role Name Entity Create Read Write Delete Share Assign d d to
Loyalty
Loyalty Agent Program None Org None None None None None None
Tier None Org None None None None None None
Tier
Qualification
Rule None Org None None None None None None
Reward None Org None None None None None None
Pule None Org None None None None None None
Rule Action None Org None None None None None None
Transaction BU BU None None None None BU BU
Redemption
Line BU BU None None None None BU BU
Promotion
Registration BU BU BU None BU BU BU BU
Parent
Loyalty Child
Membership BU BU BU None BU BU BU BU
Beneficiary BU BU BU None BU BU BU BU
Membership
Card BU BU BU None BU BU BU BU
Advanced Miles
Request BU BU BU None BU BU BU BU
Tier Revision
Transfer
Travel Log BU BU BU None BU BU BU BU
Voucher BU BU BU None BU BU BU BU
Activities BU BU BU None BU BU BU BU
Appen Appen
Role Name Entity Create Read Write Delete Share Assign d d to
Loyalty Loyalty Org Org Org None Org Org Org Org
72
Administrator Program
Tier Org Org Org None Org Org Org Org
Tier
Qualification
Rule Org Org Org None Org Org Org Org
Reward Org Org Org None Org Org Org Org
Pule Org Org Org None Org Org Org Org
Rule Action Org Org Org None Org Org Org Org
Transaction Org Org Org None Org Org Org Org
Redemption
Line Org Org Org None Org Org Org Org
Promotion
Registration Org Org Org None Org Org Org Org
Contact Org Org Org None Org Org Org Org
Loyalty
Membership Org Org Org None Org Org Org Org
Beneficiary Org Org Org None Org Org Org Org
Membership
Card Org Org Org None Org Org Org Org
Advanced Miles
Request Org Org Org None Org Org Org Org
Tier Revision
Transfer
Travel Log Org Org Org None Org Org Org Org
Voucher Org Org Org None Org Org Org Org
Activities Org Org Org None Org Org Org Org
Service Request Management Security Roles

Delet Appen Appen
Role Name Entity Create Read Write e Share Assign d d to
Service
Request User Org User None Org Org Org Org
Account None Org None None None None Org Org
Contact User Org User None None None Org Org
Compensation
Service Request Detail None None None None None None None None
Functional Area Activities User Org User None None Org Org Org
Agent Flight None Org None None None None Org Org
Cargo Claim None None None None None None None None
Loyalty
Membership None Org None None None None Org Org
Service
Service Request Account None Org None None None None Org Org
Customer Service Contact User Org User None None None Org Org
(Recovery) Agent Compensation
Detail Org Org Org None Org Org Org Org
Activities User Org User None None Org Org Org
Flight None Org None None None None Org Org
Cargo Claim None None None None None None None None
73
Loyalty
Membership None Org None None None None Org Org
Service
NoneB OrgB NoneB NoneBU NoneB
Cargo Claim Account U U U None e U OrgBU OrgBU
Agent Contact None Org None None None None Org Org
Activities User Org User None None Org Org Org
Cargo Claim Org Org Org None Org Org Org Org
Airport None Org None Org N.A. N.A. Org Org
74
3.[4.] REPORTS DESIGN
3.1.[4.1.] Account/Sales Reports
3.1.1.[4.1.1.] Weekly Sales Rep Visit Reports for Sales Team
3.1.1.1.[4.1.1.1.] Overview
Report on planned Visits for the next 7 days together with the last week per Sales Rep. Visits are listed in a table
and also the associated Visit Actions are to be displayed. This report will be executed from the report section and
not from the Account layout. It will get data from all Sales Reps and their sales visits within the 14 days span
starting from last 7 days and ending with the next 7 days.
3.1.1.2.[4.1.1.2.] Filter Criteria

Display Selection Values Default Value
Name Type
Date (due date) Date (Date from the appointment) Start 7 Days ago from
today until one week
ahead from day report is
run
3.1.1.3.[4.1.1.3.] Logic to fetch data

This report will fetch data from CRM based on the filter criteria mentioned in above section. Entities used: Accounts,
Appointments, Visit Action
3.1.1.4.[4.1.1.4.] Sorting Fields

 Sales rep Name
 Date (ascending)
3.1.1.5.[4.1.1.5.] Report Layout
75
3.1.2.[4.1.2.] Account Performance Report
3.1.2.1.[4.1.2.1.] Overview
Report gives are overview of account performance based on revenue.
3.1.2.2.[4.1.2.2.] Filter Criteria

Display Selection Values Default Value
Name Type
Date Date (Date of the Account performance record) Prompted as “From

date” to “To Date”
3.1.2.3.[4.1.2.3.] Logic to fetch data

This report will fetch data from CRM based on the filter criteria mentioned in above section. Entities used: Accounts
Performance
3.1.2.4.[4.1.2.4.] Sorting Fields

 Account Name (ascending)
3.1.2.5.[4.1.2.5.] Grouping
This report will be grouped by Class of Travel.
3.1.2.6.[4.1.2.6.] Report Layout

Also add following columns:
- Account Type
- Currency
The report will show Ruppian values for MRU and Euros for RUN
76
Corporate Account From To Revenue Revenue Total
Code Name Economy Business
(MUR) (MUR)
XXBRCA BANQUE DES MRU LON 18689.86 0 18689.86
MASCAREIGNES
XXBRCA BANQUE DES MRU PAR 617750.92 0 617750.92
MASCAREIGNES
77
6 CUSTOMIZATIONS
3.2.[5.1.] Client-Side
3.2.1.[5.1.1.] Java Scripts
Filter Transaction Subtypes
Entity Transaction
Event OnLoad
Algorithm Filter Transaction Subtype based on Transaction Type (see Appendix A)
Enable/Disable Tier Lifetime
Entity Tier
Event OnLoad
Algorithm If Logged in user doesn’t have Role of Loyalty Administrator

Then
Disable “Is Lifetime” field.
Else
Enable “Is Lifetime” field
Confirm Transfer
Entity Transfer Request
Event OnSave
Algorithm Prompt user “Warning: Once the transfer request is saved, the miles will be allocated to
<<to membership #>> balance”.
If user press yes, save record.
Else, cancel save
Note: Prompt message should be localized.
Check Advanced Miles Limit
Entity Advanced Miles Request
Event OnChange (Amount, Transfer all)
Algorithm if amount is bigger than Member [Advanced Miles Limit] & User [Advanced Miles Limit]
then
 alert user “you have exceeded the Advanced Miles Limit”
 reset amount or uncheck transfer all
Note: alert message should be localized.
Set Review Status to Approved
Entity Advanced Miles Request
Event OnLoad (Create)
78
Algorithm if current user can edit [Review Status] and [Create on] does not contain data then
 Set [Review Status] to Approved
Show Compensation Details for

Complaints SR
Entity Service Request
Event OnLoad
Algorithm Show Compensation Details only when Service Request Type = Complaint
Make Form read only when

Payment Made is true
Entity Service RequestCargo Claim
Event OnLoad
Algorithm If [Payment Made] = Yes

Then
Iterate through all the Form elements and disable all the elements on the Form.
Set Status based on Claim

Amount
Entity Service RequestCargo Claim
Event OnSave
Algorithm If [Claim Amount (USD)] > 10000

Then
Set Status = Insurance
Else
Set Status – Escalated
Hide Account BSP Sales

Performance
Entity Account
Event OnLoad
Logic If [Account Type] <> Travel Agency

Then:
 Hide Account BSP Sales Performance grid
Filter Sales Rep Lookup field
Entity Account
Applicable to OnLoad
79
Logic When looking up Sales Reps (users) this must be filtered by those belonging to the same
BU as the current owner of the record.
NOTE: Possibly done with Filtering instead of Java Script
Prohibit Manual BSP Sales

Performance record creation
Entity BSP Sales Performance
Applicable to OnSave
Logic Don’t allow creation of records to any user in the system regardless of the role. Only
possible to create them via Integration.
Prohibit Manual Account

Performance record creation
Entity Account Performance
Logic Don’t allow creation of records to any user in the system regardless of the role. Only
possible to create them via Integration.
Allow only Account Performance

records for Coporate and TA
accounts
Entity Account Performance
Logic Only allow creation of records is account type = Corporate or Account Type = Travel
agency.
Set Agreement RO
Entity Agreement
Logic When (Agreement end date has been reached then Agreement Status has to be set to
“Expired” and Agreement must be set RO.
Validations on Agreement Dates
Entity Agreement
Applicable to OnChange
Logic Validate that

 Start date < End Date
 Start date locked after first Save
80
 End date cannot go earlier than the original end date in future - always extend beyond
the original end date
 When you change the End Date -> Set Contract Extended flag to True and Reason as
mandatory
Show Cargo Fields for Cargo

Complaints, Compliments and
Suggestions
Entity Service Request
Logic IF [Service Request Type = Cargo Complaint OR Cargo Compliment OR Cargo

Suggestion]
o Show only Cargo related fields on the Service Request form
ELSE
o Hide Cargo related fields on the Service Request form
Get Redemption Miles
Entity Agrement Line Item
Event OnChange of Product
Algorithm User will select a product manually.

CRM will check redemption miles from MK redemption list if the miles exist then
Amount/Quantity field of the ALI with the redemption miles.
Else
Show an error message and clear the product.
3.3.[5.2.] Scheduled Services

Name Entity Frequency Filter
Update CLV Loyalty Membership Daily (configurable) Update records where [Last
Transaction Date] = Today
Update Member Balance (Tier & Transaction Monthly (configurable) Update Transaction records
Available miles) where [Expiry Date] = this
month
Requalify Expired Membership Loyalty Membership Monthly (configurable) Requalify members where
[Tier Review Date] month =
current month
Batch Customer Statement Loyalty Membership Every 3 month (configurable) Send email with statement as
an attachment
ManageRewardsAndPromotion Reward,Promotions Daily (configurable) Mark rewards inactive if [End

s Date] < = Today
Mark Promotions inactive if
[End date] <= Today
81
Membership Status Updater Loyalty Membership Monthly (Configurable) Mark membership as
[Dormant] if no MK
transactions in past 3 years
Mark membership as [MK
Dormant] if at least one
partner flight and no MK
flights in past 3 years
3.4.[5.3.] Auto Numbering

Entity Field Format
Loyalty Membership Membership Number
Transaction Transaction Id DDMMYYYY-{sequence}
Advanced Miles Request Id AM-{sequence}
Transfer Request Request Id TR-{sequence}
Agreement Agreement # AG-{sequence}
Agreement Agreement name Site (first 3 letters) / Type / Serial

number / Financial Year (e.g.
MRU/TSC/001/2016)
Agreement Revision Number 1, 2, 3…
Account Corporate Code {sequence}Station (e.g. AAAARE,

AAABRE, AAACRE,
AAADRE….AABARE). First 4 chars
are an ABC sequence. Last 2 (in this
case 3) are the station code that can
be taken from the “Site” list under
Account attributesare formed like this
(based on the Site):
MRUMK MU
RUNMK RE
ZSEMK RE
Note: If the user changes the
prepopulated code then the system will
warn the user if the code is a duplicate
but won’t prevent it from being used
(record can be saved)
82

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2. CRM Entity Design................................................................................................................................................. 2

3. CRM General Configuration Design................................................................................................................... 64

1.1. Entity-Relationship Diagram

Entity Type System

Display Name Account

Plural Name Accounts

Ownership User or Team

Define as an Activity Entity X

Display in Activity Menus X

Area that displays this entity

Sales √ Settings not

Communication & Collaboration

Reading pane in CRM for Outlook √

Offline Capability for CRM for Outlook √

Account mk_account Single Line 100 Y Y Y Optional

Address Schema Y Optional

Site mk_site Option Set BOMMK Y Optional

Parent Parentaccou lookup Y Optional

Account Mk_Corpora Single Line 100 Y Y Y Optional

IATA # Mk_Iata Single Line 15 Y Y Y Optional

Non IATA # Mk_Noniata Single Line 15 Y Y Y Optional

GDS Used Mk_Gdsuse Option Set Amadeus Y Y Optional

Mk_Gdsallo Single Line 50 Y N Optional

Sales Rep Ownerid Lookup Y Y Y Business

Account Mk_accoun Option Set Travel Agent Y Y Business

Partner Mk_partnert Option Set Airline Y Y Optional

Partner Mk_partner Option Set Bank Y Y Optional

Account statuscode Option Set Active Y Y Optional

URL websiteurl Single Line 200 Y Y Optional

Email emailaddres Single Line 100 Y Y Optional

Telephone telephone1 Single Line 50 Y Y Optional

Telephone Telephone2 Single Line 50 Y Y Optional

Primary Primarycont Lookup Y Y Optional

Line of Mk_lineofbu Option Set Association Y Y

Current FY Revenue Currency N Y Optional

Last FY mk_lastperi Currency N Y Optional

Current Mk_current Currency To be added to the header N Y Optional

Last Year to Mk_lastyear Currency To be added to the header N Y Optional

Category accountcate Option Set A N Y Optional

Categoriza mk_categori Date Y Y Optional

Specialized mk_specializ Option Set Australia Y Y Optional

Created by createdby Lookup N

Created on createdon Date and N

Modified modifiedby Lookup N

Modified modifiedon Date and N

Oracle mk_oracleve Single Line 50 Y Y Optional

Oracle mk_oracleve Single Line 50 Y Y Optional

Oracle BILL mk_oraclebi Single Line 50 Y Y Optional

Oracle BILL mk_oraclebi Single Line 50 Y Y Optional

Oracle SHIP mk_oraclesh Single Line 50 Y Y Optional

Oracle SHIP mk_oraclesh Single Line 50 Y Y Optional

Notes description Multiple 2000 Y Optional

Currency transactionc Lookup Y Y Optional

Is Travel mk_istravela Boolean Y Y Optional

2.2.28.3.2 N:1 Relationship