Roles and CRM Processes

Learn about the Roles and CRM processes.

Depending on their current tasks, employees often assume different roles, e.g. working as a member of the sales team in some cases, and as a member of the support team in others.

A member of the sales team may require access to data that provide details on the probability of selling a particular product to a particular customer, to coordinate sales activities. A member of the support team requires information on service agreements etc. For this reason, the user interface (e.g. available menu options) differs for each role, as does the data displayed.

Your administrator is responsible for defining roles that are used in your company and assigning the necessary CRM processes to the roles that require them.

The role(s) you require to complete your tasks are then assigned to you. If you have been assigned to several roles , you can decide which role(s) to log on to the system with, provided you have not been assigned fixed roles.

Example - the head of marketing requires access to marketing data, as well as other data only available to management. For further details, see Selecting Roles.

Depending on your current role, the CRM processes assigned to the role and the assigned rights you can execute various functions:

  • Your role may grant you the right to add new activities or edit existing ones, for example.
  • If you are not permitted to execute a particular function, the corresponding buttons or menu options are unavailable.
  • If your role only grants read access to certain info areas, you cannot edit data in these areas.
Note: Certain administrative functions can also be assigned to user roles. These additional functions are not described in this manual. For more details, see Aurea CRM web Administrator Guide and CRM.core Administrator Guide.

Example:

Should you try to access an activity record that is a child record of an info area to which you have not been granted access, your role may determine that you cannot edit the activity. Suppose, you may need to add activities for your colleagues in the field as part of your duties. Depending on your role, you might only be able to view activities added by a service rep for a contact person in a ticket, even though you can normally also edit activities. In such cases, you also only have read access to all the activity's related areas as well.