Understanding Account Types

Understanding Account Types

GTM Forms uses two distinct account types, each with specific permissions and access levels:

CM (Case Manager)
  1. Ensure all required forms are completed accurately and meet VA standards 
  2. Full access to client management, form generation, and document review
  3. Ability to create and manage multiple client profiles
  4. Approve forms before final submission 
CMA (Case Manager Assistant
  1. Designed for support staff assisting Case Managers with day-to-day tasks.
  2. Access to client profiles, form generation, and document review
  3. Ability to create and manage client records
  4. Assists with data entry and form preparation
  5. Supports the Case Manager throughout the workflow
Client(Veteran)
  1. Created for veteran clients to access their own documents
  2. Limited to viewing and completing assigned forms
  3. Cannot access other clients' information or there own
  4. Focused on form completion and document review

Single Sign-On and CRM Integration

GTM Forms integrates with your CRM system through single sign-on (SSO) functionality. When you click the GTM Forms button within the CRM:
  1. The system automatically logs you in using your CRM credentials
  2. If no GTM Forms account exists, one is created automatically with appropriate permissions
  3. Client information synchronizes from the CRM to GTM Forms
  4. You're directed to the relevant lead profile
Alert
Important: The CRM serves as the source of truth for client information. Any changes to client data should be made in the CRM first, then synchronized to GTM Forms.

Troubleshooting Account Type Errors

Unauthorized Account Type Error: "Unauthorized Account Type" 

Behavior:
Multiple Email Addresses If a user has changed email addresses (for example, transitioning from one company domain to another), they may have multiple accounts in the system. When attempting to log in via SSO with their new email, the system may find an old account with client-level permissions instead of CM permissions.

What happens:
  1. User clicks GTM Forms button in CRM with new email credentials
  2. System finds existing account associated with old email
  3. Account has client-type permissions instead of CM permissions
  4. Login fails with "Unauthorized Account Type" error
Solution:
Contact Support to consolidate accounts or update account permissions to match your current role.
Behavior:
Incorrect Account Classification Sometimes accounts may be incorrectly classified during creation, resulting in permission mismatches.

Notes
Prevention Tips:
  1. Use consistent email addresses across all systems
  2. Notify Support when changing email addresses or company domains
  3. Verify account type after initial setup
  4. Test access before beginning work with clients

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