I have custom entities with relationships set up as follows:
Contact -> Product Suite (1 to many)
Product Suite -> Product (1 to many)
Products have a unique serial number.
I would like for service reps to be able to search by serial number, get to the correct client, and add a case and/or service activity for that particular unit. When they search by serial number, I would like the product suite and contact info to auto-fill so they don't need to re-enter or search for that information.
I think I may be missing info in the mapping - I was hoping to add mappings to get the auto-fill to work, but I don't seem to have all the fields available to do this (i.e product suite does not have the contact name).
Should this type of scenario work out of the box with CRM, or is custom coding required? Does anyone have examples of either? Any guidance is greatly appreciated!