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Managing Roles

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In Zoho CRM, you can set up the organization-wide hierarchy using the Roles module. Users at higher hierarchy can always access all the records of at lower hierarchy. For example, Sales Manager can access all the Sales Reps' records where as Sales Reps can access only their records.

Key Features

  • User with CEO role has access to manage entire data in your organization.
  • Managers in the role hierarchy cannot view or edit their subordinates' records if they do not have the "Read" or "Edit" user permissions for the type of record.
  • Users at higher role can access other users’ data below their hierarchy. Example: Sales Manager can access his/her sub-ordinates' data
  • By default, users at the same role cannot access each others data. Example, VP Engineering cannot access the VP Marketing data and vice versa though they are at same position. However, using the Share Data with Peers option you can enable sharing of data among peers.
  • 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 superiors by using the Superiors Allowed option while creating data sharing rule.
  • One must have read/write access to the primary record to add Notes, attachments or send email to it.

Sample Organization Hierarchy

Physical Model of  Organizational Hierarchy


Zoho CRM - Sample Role Hierarchy

Representation of Organizational Hierarchy in Zoho CRM

Zoho CRM - Role Hierarchy

Creating Roles

By default, CEO and Manager roles are enabled for your Zoho CRM account. In addition, you can create different types of roles as per users’ position in your organization hierarchy and type of your Zoho CRM edition.

Zoho CRM Edition No. of Roles Default Roles
Personal Edition 2
  • CEO
  • Manager
Professional Edition 3
  • CEO
  • Manager
  • User-defined Role
Enterprise Edition 250
  • CEO
  • Manager
  • User-defined Roles

In the <Roles Name> form, you need to specify the role-related information. The following table provides description of the various standard fields in the form.

List of Role-related Fields

Field Name Description Data Type
Role Name Specify the first name of the new role. You cannot add a role with the same name. This is a mandatory field. Text box
Reports To Select the superior role to which the new role reports. If you are not selecting the superior role, the new role will be created under CEO role. Role Tree
Share Data with Peers Select the check-box to enable data sharing with other users belong to the the same role. If you are not selecting this option, peers cannot see the others data. By default, Share Data with Peers option is disabled. Check box
Description Specify more details of the role. Text area

To create new roles

  1. Click the Setup link.
  2. In the Setup Home page, under the Admin Settings section, click the Roles hyperlink.
  3. In the Roles List page, click the New Role icon.
  4. In the New Role page, do the following operations:
    1. Role Name: Specify the name of the role.
    2. Reports To: Select the immediate superior's role.
    3. Share Data with Peers: Select the check box if you would like to enable access rights to peers.
    4. Description: Specify information about the role.
      For more information, refer List of Role-related Fields table.
  5. Click Save.

Assigning Roles to the Users

After creating roles, you can assign them to the users in your organization.

To assign roles to the users

  1. Click the Setup link.
  2. In the Setup Home page, under the Admin Settings section, click the Users hyperlink.
  3. In the Users page, click the <User Name> hyperlink.
  4. In the User: <User Name> page, click the Edit button.
  5. Under the User Settings section, select the specific role from the Role tree.
  6. Click Save.

Editing Roles

You can modify the user roles as per changes in your organizational 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. Hence you need not calculate the data sharing rules or update the user details.

To edit a Role

  1. Click the Setup link.
  2. In the Setup Home page, under the Admin Settings section, click the Roles link.
  3. In the Roles List, click on the Role name.
  4. In the View Role page, click Edit button.
  5. In the Edit Role page, update the new properties for the role. For more information, refer List of Role-related Fields table.
  6. Click Save.

Deleting Roles

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


To delete a Role

  1. Click the Setup link.
  2. In the Setup Home page, under the Admin Settings section, click the Roles link.
  3. In the Roles List, click on the Role name.
  4. In the View Role page, click the Delete button.
  5. In the Delete Role page, Click on an existing Role from Role tree to transfer the child-roles to the existing role.
  6. Click the Transfer & Delete button.
    Now role and child-roles are transferred to the new role and a different organization hierarchy is created. 


4 Comments
danlube, 100 - days ago  

If I want to share some, but not all of my accounts/contacts with other users, how do I do that?

danlube, 100 - days ago  

I have the situation where I have a team leader and I want her to see the two sales persons, but I don`t want that the two sales persons can see each other, is that possible? and how do I do it?

amar_try, 99 - days ago  

Hi danlube,

You will be able to share a selected set of Accounts/Contacts based on Groups that you have with your account. The records that are assigned for the owner who is in a particular group will be able to see only that particular set of records assigned for that group.

You can set the team leader and sales persons and assign the Profiles for them so that the team leader will be able to see the sales person's records but the sales persons will be able to see only their records. This can be performed from Setup --> Admin Settings --> Profiles.

Here is the link to know more about the security that you can provide:

http://zohocrm.wiki.zoho.com/Zoho-CRM---Security-Administration.html

Thanks,
Adam.

johannahoff, 83 - days ago  

Hi, I've selected 'share data with peers' for all the roles. How can I now see the calendar of the other users?

Thanks! Johanna

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