Hello everyone, Welcome to this video where we will learn about Roles and
Profiles in Zoho CRM and how you can create them in your account. Roles in
Zoho CRM helps you define the hierarchy in an organization. It allows you to
permit and restrict data access for the users in your CRM account. Profiles in
Zoho CRM help you define permissions to access the features in CRM for a group
of users. To put it simply, roles define who you are in the organization and
profiles define what you can do in Zoho CRM. Consider Zylker Inc, an organization
which is into B2B sales. John is the CEO of the organization. Susan and Olivia are
sales managers. Bob, David and George are sales representatives there. This is the
short hierarchy chain of Zylker Inc. Zoho CRM offers two types of hierarchy
preference for an organization: i.Role Based Hierarchy and ii.Reporting Hierarchy.
Let's see how Zylker Inc exploits them. In a Role based hierarchy, John being the
CEO will have access to all of the data owned by users below in the role
hierarchy. The sales managers will have access to the data owned by the sales
reps. Additionally, they can choose to share
their own data with each other by using the 'Share data with peers' option in the
CRM. That way, Susan and Olivia can access each other's data. Bob, David and George
can only see their own data and each other's data if they choose to.
So here, based on a user's role in the hierarchy, each user has access to the
CRM data. But what if your organization requires users to access data based on
their reporting structure. Let's say Bob and David report to Susan and George
reports to Olivia. In this case, the company does not want Susan to access
George's data. Similarly, Olivia should not access Bob
or David's data. Susan and Olivia cannot share their data with each other here.
When the data access is defined by such a reporting structure, you can enable the
reporting hierarchy. Based on your organization's need you
can choose either Role based hierarchy or Reporting hierarchy. Now, let's move on
to profiles. Let's take the same example. Bob and David are both sales reps and
they need access to all of the modules to Create, View and Edit records but
let's say George is a senior and well performing sales rep. So, in addition to
Create, View or Edit records he's given additional permission to Import Data
which normal sales reps would not have. This is permission to access features in
Zoho CRM which is different for different users. This is established
using profiles in Zoho CRM. Different profiles are created for different users
based on the permissions that they require. Let's see how we can reflect
this in your CRM account. Go to Setup-> General-> Company settings. You can select
the hierarchy preference for your organization here. Here, we'll select the
Role based Hierarchy. Now, let's see how to create Roles in Zoho CRM. Go to Setup->
Users and Control-> Security Control-> Roles. By default, your organisation name
appears here, in this case, Zylker Inc. As you can see by default two roles are
already available: CEO and Manager. The role CEO can be edited and the role name
and description can be changed but the role itself cannot be deleted. Whereas,
the Manager role can be deleted or edited if required. Let's create a new
role for Zylker's Sales Manager who reports directly to the CEO. There are
two places from where you can add a new role: using this 'New Role' button or by
directly clicking on the plus icon to add another role in this hierarchy. Here,
we name the role as Sales Manager who reports to the CEO, which is selected
here under 'Reports to'. We have the option to 'Share Data with Peers' here. If there
are multiple users assigned to a role, we can enable this for them
so they can view each other's data. Note that this option is not available if you
choose reporting hierarchy as your hierarchy preference. Next, we give a
brief description of the role and hit Save. On saving, the role is created and
we see the role details here where we can edit or delete them. You can also see
the list of associated users here. You can edit the role by clicking on this.
Click Delete to delete the role. Note that, whenever you delete a role, it is
mandatory that you transfer the roles and responsibilities of that role to
another role in the hierarchy. Select the role that you want to transfer the
responsibilities to and click Transfer and Delete. Now, let's see how we can
create Profiles in Zoho CRM. By default, Zoho CRM provides two profile
permissions: Administrator and Standard. Let's take a look at the Administrator
profile. These are the basic permissions for modules. You can give Create, Edit,
Delete and View permissions for each module from here. Here, as you can see the
Import/Export permissions and other permissions below cannot be edited for
the administrator profile as these are a set of system defined, default
permissions, Now, let's take a look at the standard profile. Here, also, you can edit
the basic permissions and the remaining permissions are restricted like we saw
in the Administrator profile. However, these profiles can be cloned to create
new ones and the permissions can be edited according to your requirement. As
we saw earlier, Bob is a sales rep in Zylker Inc. Few of his roles and
responsibilities as sales rep would include: Generating leads; Converting
leads into potential customers; Email communication; Managing Email Templates;
and Preparing reports by analysing data and information. Based on this list of
activities, let's define the profile permissions. He will not need an
Administrator profile so we can clone the Standard
profile in Zoho CRM and create a new profile. Select New profile here. Let's
name this profile 'Sales Rep'. Here, choose the profile that you want to clone,
Standard. Give a description of the profile here. Bob needs access to all
modules so in the basic permissions he's given View, Create and Edit permissions
for all modules. Let's uncheck Delete permission because to delete data
he needs the approval of his manager. Bob definitely needs permission to send
emails so we enable all the Send Email permissions.
Additionally, we enable the permissions to Convert, Mass Convert, Share Records
and Emails and Templates. It's ideal that Bob being a sales rep cannot have admin
level permissions that allow him to create new users in the CRM among others.
So all of these permissions are disabled for him. The changes made are saved
automatically. Here we go, we've created a new profile for Bob based on his roles
and responsibilities. New profiles can be created accordingly and necessary
permissions can be given to the users. As you can see, when we click on a
particular profile, we have the option to clone the profile from here. By selecting
View users, we can see the users that are associated with that profile. You can
rename the new profiles here, by clicking on this ellipses symbol and selecting
Rename. Enter the new name and click Save. Thus you can create roles and profiles
for your business accordingly. Thank you for watching this video. For more
resources on Zoho CRM please visit www.zoho.com/crm/resources