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. 
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 > Security Control > Roles and Sharing.
  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. 

To assign roles to the users

  1. Go to Setup > General > 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.

To edit a role

  1. Go to Setup > Security Control > Roles and Sharing.
  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 > Security Control > Roles and Sharing.
  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 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
      Redefine the way you work
      with Zoho Workplace

        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 Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION








                                You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                    Manage your brands on social media

                                      Zoho Desk Resources

                                      • Desk Community Learning Series


                                      • Digest


                                      • Functions


                                      • Meetups


                                      • Kbase


                                      • Resources


                                      • Glossary


                                      • Desk Marketplace


                                      • MVP Corner


                                      • Word of the Day


                                        Zoho Marketing Automation

                                          Zoho Sheet Resources

                                           

                                              Zoho Forms Resources


                                                Secure your business
                                                communication with Zoho Mail


                                                Mail on the move with
                                                Zoho Mail mobile application

                                                  Stay on top of your schedule
                                                  at all times


                                                  Carry your calendar with you
                                                  Anytime, anywhere




                                                        Zoho Sign Resources

                                                          Sign, Paperless!

                                                          Sign and send business documents on the go!

                                                          Get Started Now




                                                                  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







                                                                                            You are currently viewing the help articles of Sprints 1.0. If you are a user of 2.0, please refer here.

                                                                                            You are currently viewing the help articles of Sprints 2.0. If you are a user of 1.0, please refer here.



                                                                                                  • Related Articles

                                                                                                  • FAQs: Roles and Profiles

                                                                                                    1. What are profiles? A profile is a collection of permissions for actions that a user will require to perform their job. For example, a department head might require permissions to import data, customize modules, and add users to CRM. You can create ...
                                                                                                  • 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, ...
                                                                                                  • 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 ...
                                                                                                  • Consent Management

                                                                                                    Zoho CRM's consent management settings helps you get consent from your prospects and customers. We provide a system where you can customize the consent form, include it in your email templates, set consent related preferences, and most importantly, ...
                                                                                                  • Roles

                                                                                                    Manage data access permissions among users in CRM by assigning roles Help guide Managing Roles
                                                                                                    Wherever you are is as good as
                                                                                                    your workplace

                                                                                                      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