Sharing Records - Online Help - Zoho CRM

Sharing Records

Collaboration with team members or others in the organization is integral to any business. For some, collaboration mean conducting meetings, having discussions on phone or sending information via email while for some it is sharing data with peers and others in the organization.

In CRM, customer detail, notes, project requirements, deal status, primary contact's details etc. are stored in different modules and managed by responsible individuals only. If the sales process requires a particular information be shared with other members then you must give the person necessary permissions to view, edit or refer to the record whenever necessary. Zoho CRM provides different types of data sharing,
  1. Direct Sharing - Individual records can be directly shared with other users. For example, a deal can be shared with another sales rep. 
  2. Indirect sharing - A record can be shared as an associated record. For example, a deal can be associated with a contact and when you share the contact's record the deal too will be shared with the other user. This type of sharing is called indirect or sharing records with their related-list. 

Records can be shared from any module, except:

  1. Activities module - Tasks, calls, and meetings are always associated to a record. So when the parent record is shared the associated activities are also shared. One cannot share them separately from the Activities module.
  2. Linking Module - Using the multi-select lookup fields you can associate multiple look-up values to a record and thereby establish a perfect many-to-many module association between two modules. A linking module is one that serves as a junction between two modules associated with a multi-select lookup field. Records in this module cannot be shared. See Also Linking Module
Permission Required
Users with the Share permission for the module.

Permission to Share Records

CRM Administrators can share records with others by default. If you want users from other profile to share records, the administrators can enable the share permission for them. 

To enable permission to share records
  1. Click Setup > Users & Permissions > Profiles.
  2. Select a profile to which you want to enable the permission.
  3. Enable the Share permission under Tool Permissions.
  4. Select the checkbox(es) for the corresponding modules to which you want to enable Share permission.
  5. Click Save.

Sharing Records

There are three permissions that can be given to the users while sharing a record:

  • Read Only - User can only view the records that are shared with them.
  • Read/Write - Users can view and edit the records that are shared with them. This does not include the permission to change the owner or delete the record.
  • Full Access - User view, edit and delete the records that are shared with them. They can also change the ownership of the record.
A user who is a forecast manager can view their peers records even if share data with peers is disabled. 

While sharing, you can specify if you want to share the record with related lists or without the related lists. When you share a record, all the related lists associated to the record can have different sharing permissions. For example, when an account, Zylker Widgets is shared with Read/Write permission, the associated contacts and open activities can be shared with Read Only permission. Please make sure you have the Share permission enabled in your profile to share records.

Records can be shared with users through:
  1. Private sharing   
  2. Public sharing 
Private Sharing 
Public Sharing
Record can be shared with individual users (max 10 users). 
Record can be shared with all users in the org. 
Each user can have different access permission.
All users have the same access permission.
Related list sharing is allowed.
Related list sharing is not allowed.

Sending feed notification on private record sharing:
Feed notification can be sent to the users when records are shared with them through private access. For records that are already shared, feed notification can be sent when the record is shared with another user but users will not be notified when the record access permission is changed.

To share records
  1. Go to the Module from which you want to share a record and select a record.
  2. In the Record Details page, click the More Actions icon and then click Share.

  3. In the Sharing [Record] popup, do the following:
    1. Select the record access type: Private or Public.
    2. For Public sharing, Choose the access permission: Read Only, Read & Write, or Full Access
    3. Click Share.

    4. For Private sharing, select the users with whom you want to share the record.
    5. Choose the access permission: Read Only, Read & Write, or Full Access.

    6. Click the Add user icon to add more users and define sharing permissions. You can add multiple users with different access permissions.
    7. Select the With Related List checkbox, if required. All the associated records will also be shared. In future, if you associate new records, (for example, you add tasks), they will also be shared.
    8. Select the Notify through feeds checkbox to alert users when you share records with them.

    9. Click Share.
      You can always manage the sharing, as required or revoke sharing.
  • You can share records individually. You cannot select records from the list view and share.
  • Only if a module's default organization permission is Private/Public Read, the record-level sharing feature can be used. Also, the user must have the Share permission enabled in their profiles in order to share records with other users.
  • The following records associated as related list will not be shared: closed activities, invited meetings, products, campaigns, contact roles, related lists added as part of an integration.
  • You cannot share a record that is shared with you.
  • You can share a record with those users who have permission to access a particular module irrespective of whether they have record-level permission or not. Also, the users who are administrators and in the CEOs role will not be displayed as list of users for sharing records. 
  • Only those users who have "Full Access" to a record can share the record with other users. 
  • Through Private access, a record can be shared with a maximum of 10 users. Through related lists, a record can be shared with a maximum of 12 users.
  • Record owners or users on a higher role who have access to the record can share their records with other active and confirmed users in the organization.
  • For records that are already shared, feed notification will not be sent when the record access permission is changed.
Points to Remember

I. When there are different permissions to access the same record
  • Profile permission is above all - For all the shared records, the profile permission supersedes all other permissions. For instance, you share a lead with Mary, giving her full access to the record but Mary's profile permission gives her Read Only access for the Leads module. In this case, profile permission will supersede the record sharing permission and Mary will be able to only view the records.
  • Multiple permissions (via different features) - A record can be shared as per the Territory hierarchy as well as through Data Sharing Rules. In this case, when multiple access permissions are provided to access the same record, the highest permission in all these will be applicable.
  • Multiple permissions (via different users) - A record can be shared by different users. Let's say Mike, the Sales Manager, shared a contact with Mary, and provided her Read/Write permission. Amy, a sales rep shared the same contact with Mary and gave her Full Access. Here, the same record is shared by two users with two different permissions. In this cases also, the highest permission will be applicable and Mary will have full access to the contact.
II. When there are multiple sharing for the same record
  • Where a record is shared by different users - One record can be shared with a person by different users. Say, Contact B has four deals associated to it. One of which is a Big Deal and is accessible only to John, the Sales Manager. Other three deals are accessible by Mary too, the Sales Rep. If Mary shares Contact B with Mike, he will be able to access the contact and only the three deals associated to it that are accessible to Mary.
  • Where a record is shared by different ways - One record can be shared directly and the same can be shared via related list sharing. For example, Deal B can be shared directly with John. The same deal is associated with Contact B and another user shares it with John, indirectly sharing Deal B in its related list. That way the record is shared with the same user twice. If one revokes sharing, John will still be able to access the record. This is taken into consideration as a record can be shared with a maximum of 10 users. Through related lists, a record can be shared with a maximum of 12 users.
    Similarly, a Deal A is shared as public with all users with read access. The same Deal A is shared by Amy with John through indirect sharing via Contact A with read/write access. Now, since Deal A has different access levels, the higher permission is taken into consideration. i.e, John will have access to Deal A with read/write permission. If the public access to the record is revoked, John will still be able to read/write Deal A.

View Shared Records

For easy access to the records shared by you and those shared with you, two list views are available in all the modules; [Records] Shared with Me and [Records] Shared by Me.

The shared records have a Timeline view, where you can see the log of the shared details: when the record was shared, with whom, what permissions were given, etc.

You can check who shared a record with you. Records shared via Private access are denoted by a person icon.

Records shared via Public access are denoted by a globe icon. 

Manage Sharing

After sharing a record, you can always manage sharing by:

  • sharing the record with more users.
  • revoking sharing for individual users.
  • changing the sharing permissions for users.
  • changing the record access type: private to public and vice versa.
  • viewing the sharing summary.

To manage sharing

  1. Go to the Module from which you want to manage sharing.
  2. In the Record Details page, click the More Actions icon and then click Share.
  3. In the Sharing [Records] popup, click Manage Sharing.
    • Select the users with whom you want to share the record and choose the access permission as required.
    • Move your mouse pointer to the users with whom the record is already shared and click the Remove icon to remove sharing.
    • Click the View Summary link.
      This provides a detailed log of the record sharing.
  4. Click Done.

Revoke Sharing

If you have shared a record to users there is also an option to revoke complete sharing too. On revoking, the record will no longer be shared but let's take this case: Mike has shared Deal A with Amy and John has shared Contact A along with its related lists with Amy. Contact A has Deal A associated to it. So when Mike revokes sharing, it will still be shared with Amy as it is indirectly shared by John along with its parent record (contact).

To revoke sharing

  1. Go to the Module from which you want to revoke sharing for a record and select the record.
  2. In the Record Details page, click the More Actions icon and then click Share.
  3. In the Sharing [Records] popup, click Revoke Sharing.
  4. Click Revoke to confirm.
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