Configuring CXM

CXM Case type

Ensure that your CXM case type has the ‘organisation’ field on the ‘create’ form so that cases raised can be linked to an organisation. This field works in the same way as the ‘person’ field and it is recommended to leave this as optional on the CXM form.

Staff internal form re-direct

If you want staff to be able to raise cases on behalf of an organisation then the external redirect url will need to have the placeholder appended to the internal form url.

&organisationReference={{ organisation.reference }}

For editing or transitioning a case then the external redirect url will need to have the placeholder appended to the internal form url.

&organisationReference={{ case.organisationRelationships[0].organisation.reference }}

Registration

To allow users to register for a business account click to ‘enable organisation registration’ in Settings > User administration > Registration. This means that signed in end users can create a business account from /my-organisation/create which you can link to anywhere on your website although you only want to show this link to signed in users.

To allow users who do not have an account to register for a business account you can direct them to /register/organisation which will guide them through the end user registration process and then the organisation create page (/my-organisation/create) as one step.

User permissions in CXM

The Manage all organisations permission allows users to create an organisation, edit any existing organisation’s details, and manage users for any organisation.

The View all organisations permission allows users to search for and view any existing organisation.

Organisation column on case list dashboard

An ‘organisation’ column can be displayed in the CXM cases list dashboard page by adding the following twig code to the column within settings > dashboard.

{% if case.organisationRelationships|length > 0 %}
    {{ (case.organisationRelationships|first).organisation.name}}
{% endif %}

CXM Email Rules

Rules can be configured to send an email to the user who raised a case for a business account by choosing Send an email > to selected roles > end user (citizen role) however a current limitation is that there is no way to send an email to all users belonging to the linked business account

Selecting ‘Linked person’ will not work for cases not linked to a person record and this may not be applicable in the example of a case about an organisation.