Role Management | Online Help - Zoho CRM

Managing Roles


In Zoho CRM, you can set up the organization-wide hierarchy using Roles. Users at a higher hierarchy can always access all the records of at a lower hierarchy. For example, a Sales Manager can access all the Sales Reps' records whereas Sales Reps can access only their records. 
You can create roles only if you have  more than one user  in your Zoho CRM account.
Key points to understanding roles
  1. Users with a  CEO role  have access to the entire database within your organization.
  2. Managers in the role hierarchy cannot view or edit their subordinates' records if they do not have the "Read" or "Edit" permissions for the type of record.
  3. Users at a higher role can access other users’ data below their hierarchy. For example: a Sales Manager can access his/her sub-ordinates' data.
  4. By default, users of the same role cannot access each others data. For example, the VP Engineering cannot access the VP Marketing data and vice versa though they are of the same hierarchy.
  5. By default, users at the top of the hierarchy cannot view the data shared to their subordinate users through custom sharing rules. However, you can enable access rights to the managers by using the  Superiors Allowed  option while creating data sharing rule.
  6. Using the  Share Data with Peers  option you can enable sharing of data among users of the same role.
  7. One must have read or read/write access to the primary record to add Notes, attachments or send email to it.
Availability
Permission Required
Users with the Manage Roles permission in profile can access this feature.
Check Feature Availability and Limits
Take a look at a model of organization hierarchy:

Zoho CRM - Sample Role Hierarchy

Creating Roles

By default, the CEO and Manager roles are enabled for your Zoho CRM paid account. In addition, you can create different types of roles for users based on their position in your organization hierarchy and the type of your Zoho CRM Edition.

Note
  • A user with an Administrator profile will have access to all the data irrespective of the role assigned to the user.

To create new roles

  1. Go to Setup > Users & Control > Security Control > Roles.
  2. In the Roles section, click +New Role.
  3. In the New Role page, do the following:
    • Enter the Role Name. Do not add a role with the same name.
    • Select the immediate superior's role from the Reports To lookup.
      If you do not select the superior's role, the new role will be created under the CEO role.
    • Select the Share Data with Peers check box if you would like to enable access rights to peers.
    • Specify the Description for the role.
  4. Click Save.

Note
  • You can create roles only if you have more than one user in your Zoho CRM account.

Assigning Roles to Users

After creating roles, you can assign them to the users in your organization. A user with an Administrator profile will have access to all the data irrespective of the role assigned to the user.

To assign roles to the users

  1. Go to Setup > Users & Control > Users.
  2. In the Users page, click on a particular <User name>. 
  3. In the user's detail page, click the edit  icon.
  4. In the Edit User page, select a specific Role from the dropdown list.
  5. Click Save.

Editing Roles

You can modify the user roles as per changes in your organization's hierarchy. As part of the modification of the roles, you can perform the following:

  • Rename the role
  • Change the Superior Role
  • Change the setting for sharing data with Peers

While changing the role names, all the data sharing rules will be updated automatically. So you don't need to calculate the data sharing rules or update the user details.

Note
  • A user with an Administrator profile will have access to all the data irrespective of the role assigned to the user.

To edit a Role

  1. Go to Setup > Users & Control > Roles.
  2. In the Roles List, click the Role name.
  3. In the Role Details page, click Edit.
  4. In the Edit Role page, update the new properties for the role.
  5. Click Save.

Deleting Roles

You cannot delete the existing roles without transferring the users to a new role.

To delete a Role

  1. Go to Setup > Users & Control > Roles.
  2. In the Roles page, click the Role name.
  3. In the Role Details page, click Delete.
  4. In the Delete Role page, click on an existing Role to transfer the child-roles to the selected role.
  5. Click Transfer & Delete.
    Now the role and child-roles are transferred to the new role and a different organization hierarchy is created.
SEE ALSO 

    Zoho DataPrep Personalized Demo

    If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

    Zoho CRM Training

      Create, share, and deliver

      beautiful slides from anywhere.

      Get Started Now





              Zoho CRM Training Programs

              Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

              Zoho CRM Training

                Zoho SalesIQ Resources



                    Zoho TeamInbox Resources




                              Zoho DataPrep Resources

                                Zoho DataPrep Demo

                                Get a personalized demo or POC

                                REGISTER NOW


                                  Design. Discuss. Deliver.

                                  Create visually engaging stories with Zoho Show.

                                  Get Started Now











                                                        • Related Articles

                                                        • Can I assign multiple roles to a single user?

                                                          No, you cannot assign multiple roles to a single user. A role defines the position of a user within the organization in CRM. Roles in CRM replicate the hierarchy in your organization to allow access to the data in your account. In real life, a Sales ...
                                                        • Manage Users, Roles, and Permissions

                                                          As you proceed with setting up the CRM account, your next step will involve adding users and determining their roles and permissions based on which they will perform specific tasks. A user is the one who manages records within the organization, ...
                                                        • What are roles?

                                                          Roles in CRM represent your organization's hierarchy. For example, if you have sales managers, sales executives, and sales reps in your organization, you can create these roles in CRM. Another benefit of creating roles is that it allows you to ...
                                                        • What are the default roles in Zoho CRM?

                                                          By default, Zoho CRM provides the CEO and Manager roles. You can add more roles based on your organization's structure such as sales manager, sales rep, etc. To create new roles Go to Setup > Users & Control > Security Control > Roles. In the Roles ...
                                                        • Forecasts Based on Role Hierarchy

                                                          The CRM records are accessible to the users in an organization based on their roles. The user at a higher hierarchy will be able to view the subordinate's record, that is, the record visibility is per the role hierarchy. A role hierarchy has multiple ...

                                                        Resources

                                                        Videos

                                                        Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                        eBooks

                                                        Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                        Webinars

                                                        Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                        CRM Tips

                                                        Make the most of Zoho CRM with these useful tips.



                                                          Zoho Show Resources