Shared vs CRM-only custom fields
Which custom fields other products can read and write, and which stay inside CRM.
A custom field in CRM is either shared with the other products or kept inside CRM. The Access class on the field decides it; an administrator sets it under ManagementCustom fields.
The three settings
| Access class | Other products |
|---|---|
| Shared with other products | Helpdesk, AMS and Hub connectors can read the field and write it. |
| CRM only | Stays inside CRM. Someone decided so. |
| None (unset) | Also stays inside CRM. Nobody has decided yet. |
In CRM's words: "A field is readable by another Juvaro product only when it is marked as shared. Leaving it unset keeps it inside CRM, which is also what CRM only means; the difference is that one of them is a decision somebody made."
When another product writes
A connected product that tries to write a field that is not shared is refused: "That field is not one this connected system may write. Only a field the workspace has marked as shared with other products can be written from outside CRM."
Choosing
- Share fields other teams need, such as a contract level or an SLA that Helpdesk should see.
- Keep sales-only fields, such as internal notes about pricing, as CRM only.
Setting up fields is described in Custom fields on companies and people.