Managing roles and permissions
The organizational hierarchy in your business can be replicated in CRM Plus as roles. Profiles define the permissions each user has to view data and access various features across modules. These roles and permissions can be customized for CRM, SalesIQ, Desk, Projects, Analytics, and all the Marketing apps, such as Campaigns, Social, Marketing Automation, and so on.
Let's see some definitions before we go into details of how roles and permissions work for CRM Plus.
Role - Roles define the organizational hierarchy and control what data you can view within the organization. (e.g., CEO, Sales Manager, Sales Representative) Each user is assigned with one role.
Profile - The set of permissions provided to users to decide their access level within modules and what actions they can do. (e.g., Administrator, User, Agent)
Permission - The access provided to different profiles to perform a specific operation like view, create, edit, or delete records.
These roles are different for different products inside CRM Plus. Let's take a look in detail.
CRM
The default roles of CEO and Manager and the corresponding permissions are available in CRM. You can also customize or add new ones based on your requirements, and assign them to users in your organization. The default profiles available are Administrator and Standard profile. While administrator has access to all features inside CRM, the standard profile has limited access. The Team User profile is also available if you have purchased team user licenses to add them to CRM.
SalesIQ
Operators can be added to engage with website visitors and they can be assigned either one of the default roles between Administrator, Supervisor and Associate. Operators can be assigned to departments and can be given permissions to perform different actions like engage with visitors, monitor chats, take calls and so on.
- Administrator - Can access all the information, edit configurations and has the power to perform any action in Zoho SalesIQ.
- Supervisor - Has restricted power to perform actions and can access selective information (i.e., they can access the Websites, Automation and Integrations sections in the Settings tab.)
- Associate - Connect and chat with the website visitors and can access/view only their personal data and chat information in the Zoho SalesIQ console.
Read more: Understanding roles in SalesIQ
Desk
The default roles available in Desk are CEO and Manager. You can customize and add roles as per the hierarchy in your organization and assign them to users.
Default Profiles - These are system-defined and cannot be edited.
- Support Administrator: By default, admin profile users have access to all the features. However, they can also choose to enable and use only the specific options and functionalities they need within their profile permissions settings.
- Agent: This profile has limited access to the features.
- Light Agents: This profile has very limited set of permissions (such as read-only).
You can also clone a profile to create a new one that matches your requirement.
Custom Default Profiles - These are also system-defined, but you can edit them and change the permissions as needed. All these profiles have limited access.
- Newbie Agent
- Supervisor
- Support Manager
Read more: Managing user roles and profiles
Projects
Zoho Projects gives you four default roles (Administrator, Manager, Employee, and Contractor) which can be edited to suit specific business needs.
Profiles are classified into three categories.
- User Profile: These profiles are assigned to portal users. Users in this profile can access modules with both internal and external flag.
- Client Profile: These profiles are assigned to client users. Users in this profile can only access modules with an external flag.
- System Profile: These are the default profile types enabled for a portal at the time of creation. The profile types are Viewer profile, Read-Only user profile and Lite user profile.
Profiles can be customized according to the permissions give and can be assigned to a particular group of users based on their role. The default profiles available are employee and contractor, and they can be renamed.
Analytics
You can define the following permissions for users to access the Analytics module:
- Organization Admin: The organization admin has permissions to all the Workspaces from the Analytics module. They will be able to create workspaces, configure connections, add reports, tables, or dashboards. An organization administrator can perform all the operations inside their organization except managing other Organization Administrators.
- User: The user can access the workspace, tables, reports, and dashboards that are shared with them. You can also grant them administrative privileges for a workspace in the Analytics module of CRM Plus.
- Viewer: A viewer has read-only access to the reports and dashboards that are shared with them by an administrator from the Analytics module.
Read more: User roles
Marketing
You can invite your team member as a user or admin.
- User: Access to modules, data, and features can be customized as required.
- Administrator: An Administrator has complete access to all the brands in CRM Plus.
Configure organization-level access: An organization normally consists of one or more brands. The organization-level access determines the permissions to use various modules such as Campaigns, Marketing Automation, Backstage, Social, Survey, LandingPage, PageSense and Webinar. You can provide either complete access or choose the access level from the available options in the drop-down.
Configure brand-level access: The permission to access a brand and all the modules in it can be defined here. Access to various modules in a brand can be defined using Brand Roles.
Brand Roles: By default, three roles are part of all the brands in your account:
- Brand Admin
- Brand Marketer
- Brand Member
New brand roles can also be created by defining access permissions for the services that are available in CRM Plus. The permissions set in the custom brand roles that you have created can't be edited.
Command Center
Users are the individuals who have access to CommandCenter and Profile determines what they can access and configure. By default CommandCenter in CRM Plus comes with five different Profiles.
- Admin: The admin like the Super Admin has complete access to CommandCentre in Service Plus. The only difference is that the Admin can't delete the organization.
- Standard: This profile has access create Path Finder, Journey, manage Analytics.
- Developer: This profile can only create Touchpoints in Path Finder and Journeys.
- CRM-Based user profile: Users in this profile will have the same access that they have to the CommandCentre in CRM.
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