Understanding Accounts

During this training, you have been working on requests like #704570, #704610 and #704660. These requests were registered for people who are supported by different IT departments of the Widget organization. Each of these departments has its own Xurrent account in which these requests are stored. Of these three requests, only #704570 is stored in the account of the Widget Data Center that Tom works for. The other two belong to different accounts.

You can find the name of the account to which a record belongs in the bottom left-hand corner when it has been opened in View mode.

Questions:

Which accounts do requests #704610 and #704660 belong to?

- Requests #704610 belongs to the account ‘Widget Europe – IT’
- Requests #704660 belongs to the account ‘Widget N. America – IT’

Why is Tom able to see requests #704610 and #704660?

Trust relations have been established between the ‘Widget Data Center’ account and the other two accounts. Widget Data Center subsequently registered SLAs for Widget Europe – IT and Widget North America – IT. This allowed Widget Europe – IT and Widget North America – IT to pass requests to Widget Data Center for the services that Widget Data Center provides to them.

Once a request has been assigned to a Widget Data Center team, all specialists of the ‘Widget Data Center’ account are able to see this request.

If you go to the Settings console, you can find the trust relations that exist between the ‘Widget Data Center’ account and the Xurrent accounts of other service provider organizations in the Account Overview section.

The Human Resources and Facilities Management departments of the Widget organization also use Xurrent to handle requests from the Widget employees. To provide the same organization, person and site information to all the support domains, the Widget organization maintains this information in a special account that shares its data with the accounts of the support domains. This type of account is called a ‘directory account’.

Specialists can see all records that are maintained in the directory account. To look up the list of all Widget organizations, for example, go to the Records console and select ‘Organizations’. This opens the ‘All Organizations’ view, which lists all organizations registered in the support domain account ‘Widget Data Center’, as well as all organizations registered in its directory account.

You will see that the Widget Data Center organization has registered its external suppliers in its support domain account, while the internal Widget organizations are maintained in the directory account.

It works the same for people in the “All People” view and for sites in the “Sites” view. Give it a try.

Question:

How many sites are registered in Widget’s directory account?

When you go to the Records console and open the ‘Sites’ view, you will see 7 Site records. They are all registered in the directory account ‘Widget International’, which shares these records with all of its support domain accounts.