Manage client relationships

During your engagement work, your team will spend time working directly with your client. You might collaborate closely with one individual to request for information or an audit committee contact group to communicate audit results to those charged with governance.

Create a contact

There are one or more dedicated contacts in your client’s organization who have been assigned to help your team with any tasks or information that you need for the engagement. You can create special user profiles for client contacts in Cloud, enabling the contacts to collaborate with your team.

To create a contact:

  1. Ensure that you have the Staff Admin role or equivalent rights.

  2. From the Cloud menu (), select Contacts.

  3. Select New and, under Add, select Contacts.

    Set up an entity - add new contacts

  4. In the Add Contact dialog, enter your contact’s information, including the contact’s username, their first and last name, and their client entity.

    Enter information about your client contact in the fields in this dialog.

  5. Select Save.

Create a contact group

Setting up contact users and groups helps organize the engagement work, since members of your engagement team will be able to reach out to clients directly through Cloud, and discussions with the client are included in activity history, making them easy to review.

To create a contact group:

  1. Ensure that you have the Entities Admin role or equivalent rights.

  2. From the Cloud menu (), select Groups.

  3. Select New, then choose Contact Group.

    Select New | Contact Group.

  4. In the Add Contact Group dialog, enter a name and description for your client group.

    Enter a name and description for the group.

  5. Select Members in the left panel, and then select the checkboxes for all contacts you will add to the group.

    Select contact users to add them to this group.

  6. Select Save.

Add contacts to a group

If your client for this engagement has multiple contacts set up for Cloud, you may want to create a contact group for them. You can use the contact group to send notifications for the client engagement or to manage access for all contacts for the engagement.

To create a contact group:

  1. Ensure that you have the Entities Admin role or equivalent rights.

  2. From the Cloud menu (), select Groups.

  3. Select New, then choose Contact Group.

    Select New | Contact Group.

  4. In the Add Contact Group dialog, enter a name and description for your client group.

    Enter a name and description for the group.

  5. Select Members in the left panel, and then select the checkboxes for all contacts you will add to the group.

    Select contact users to add them to this group.

  6. Select Save.

You have created the new group, and it is displayed on the Groups page.

Assign a group to a workspace

Now that you have created your contact group for this engagement, you can assign the team to their client workspace.

To grant access to an entity:

  1. Ensure that you have the Owner role or the equivalent privileges for the entity.

  2. From the Cloud menu (), select Entities.

  3. Select the entity you want to grant access to, then select Share ().

    The Share icon displayed on the Entities page.

  4. Search for the groups, staff members or contacts you want to grant access to, then select Assign Roles to (#) and choose the appropriate role. Any roles that users already have due to previous settings appear under Inherited.

    Select a role to grant it to your user or group.

  5. Select Share.

All of the contacts in this contact group have now been granted entity access for their client entity. You will be able to share and assign content within the client entity on a file-by-file basis.

Create activities for a contact

Once your client contacts have been added to Cloud and your contact group for the engagement is set up, you may want to do some preliminary collaboration with the client.

You can create a discussion and invite your contacts to respond. This verifies that your client group is working as intended and that your client contacts are able to access Cloud and respond to you.

To create a discussion for contacts:

  1. Ensure that you have the Entities Admin role or equivalent rights.

  2. From the Cloud menu (), select Activities.

  3. Select New, then choose Discussion.

    Select New | Discussion to open the Create Discussion dialog.

  4. In the Create Discussion dialog, enter a subject and the content of your message. To attach a file, select the paperclip icon.

    Choose the entity for your client, and enter the subject line and message to be sent to your clients for this discussion.

  5. Select the drop-down arrow at the bottom right and select Post and Share.

    Select Post and Share to create the discussion and open the Share dialog.

  6. In the Share dialog, select the Contacts tab. Toggle the Allow Contacts option.

    Select the Allow Contacts toggle. When you enable contact sharing, the toggle turns green.

  7. Select the contact group for this engagement, then select Assign roles to 1 and choose Contact - Viewer. Select Share.

    Grant your contact group the Contact - Viewer role. This allows them to see the discussion and to post comments on it in response.

You have created a discussion and shared it with all of the members of your contact group. They can see this discussion when they log in to Cloud, and can respond to it by leaving comments.

Request client data or documents

To request data or documents from a contact, you can create and track file requests. Use file requests when you need a new file or an update to an existing file. For example, you can create a file request for a tax document, or if a contact needs to add a signature to an existing PDF.

Request a file

Create a file request when a contact needs to upload a file to Cloud.

To request a file:

  1. Ensure that you have the Viewer role and that your contact has the Entity Collaborator role.

  2. From the Cloud menu (), select Activities.

  3. Select New | File Request.

    Create a new file request for a contact

  4. Enter the appropriate Entity. A list of contacts with entity access is displayed.

    Select the file request's entity to display the users with access

  5. Select contacts to add them to the recipient list, then select Next.

  6. Complete the Subject field and add a description.

    • If your administrator has enabled detailed notifications: Select Next and complete the Additional Message field if required. Your message will be included in the body of the notification email sent to your contacts. To learn more about detailed notifications, see Email (Settings).

  7. Select Complete.

You have created and assigned a file request.

Request an update to an existing file

If a client needs to provide input on an existing file, you can add an attachment to a file request. You can attach a new file from your device, or add an existing file from Cloud.

To request an update to an existing file:

  1. Ensure that you have the Viewer role and your contact has the Entity Collaborator role.

  2. From the Cloud menu (), select Activities.

  3. Select New | File Request.

    Create a new file request for a contact

  4. Enter the appropriate entity. A list of contacts with entity access is displayed.

    Select the file request's entity to display the users with access

  5. Select contacts to add them to the recipient list, then select Next.

  6. Complete the Subject field and add a description.

  7. Select Attach File and choose Existing to attach a file already in Cloud, or choose Files | Upload to attach a file from your device.

    • If your administrator has enabled detailed notifications: Select Next and complete the Additional Message field if required. Your message will be included in the body of the notification email sent to your contacts. To learn more about detailed notifications, see Email (Settings).

    The Attach Files icon in the Create File Request dialog.

  8. Select Complete.

You have requested an update to an existing file.