Manage User Access and Permissions Better with Custom Roles

As your company expands, your sales team grows with multiple hierarchies and roles. Each member of the team has a varied set of responsibilities on the CRM. While admins may need broad access and extensive privileges to all data, SDRs may need access to only specific information on the CRM. 

There is a need to manage the permissions and access given to different members. With Custom Roles in Freshworks CRM, you can create roles, right from scratch and control the permissions assigned to each user. Now you get to define exactly what each user can view, create, edit, and delete.

How Custom Roles can help manage user permissions

1) Regulate access to sections of your CRM

Your CRM is a repository of a large volume of valuable business and sales data. Admins would prefer to regulate access to such sensitive information. For instance, an MRE (Market Research Executive) would not require access to deal-related information. You can monitor access to specific sections of your CRM by creating custom roles and configuring the module-level permissions.

2) Define record scope for users 

While various members of your team may have access to records on CRM, you’d want only specific users to perform record-related actions. For example, while your SDRs may need access to view and edit leads, they may not need to delete leads or export a lead report. By creating roles with specific scope for each record, you can put responsibilities in the right hands.

3) Configure roles to suit your business roles

From the salesperson to manager, the hierarchy of sales teams in different businesses varies vastly in responsibilities and functions. They further diversify, as the teams grow in size. In such cases, Custom Roles is the perfect solution for you. You can customize the accessibility of your CRM to suit the nature of the roles in your team.

4) Limit errors and duplication 

When multiple members on your team have access and control over your CRM, records, and details can get duplicated and errors can get overlooked. This makes your CRM chaotic. By delegating roles and scope to each user, you can eliminate the recurrence of data and maintain a clean CRM. 

Say, you need to create a role for a new Account Executive in Freshworks CRM. Here’s how you can use Custom Roles to assign the right tasks to the right person:

1) Modules and actions permissions 

Module permissions apply to leads, contacts, accounts, deals, tasks, and appointments. You can modify the scope to one of the four actions and restrict or permit users to view, create, edit, or delete records. 

Actions permissions include record-related actions like assign, clone, import, export, etc. These permissions permit the user to perform only specific actions on records. You can customize each action to particular record types. This way, you can delegate access to record-related actions only to specific users. 

In our example, an account executive may need to create, view, and edit records in the CRM but may not need to delete any. You can vary the actions and scope in the modules section to suit the needs of the role. This way, you ensure that the user can access only the information that’s relevant to them.

Custom Roles in Freshworks CRM


An account executive may need to perform all record actions but forget, clone, and export. 


Custom Roles in Freshworks CRM

2) Sales Goals

Sales Goals are a great way to measure the progress of your business. You can prioritize goals, track their progress, and identify areas for improvement using Sales Goals. 

Using Custom Roles, you can assign access to view, create, edit, or delete sales goals to each user. In Sales Goals, goal attainment is calculated based on the details configured to a goal. For ongoing goals, attainment is calculated in real-time. For past goals, you can opt for Recalculate Goals to keep your goal progress and attainment up to date. 

In this example, an account executive may need to view and create goals for his team but may not need to edit or delete them. You can customize the role to allow access to edit and delete only those sales goals created by the user. You can also decline the permissions to recalculate goals.

Custom Roles in Freshworks CRM

3) Analytics

With sales goals being set and tracked, the next step is to measure progress. Analytics help breakdown key metrics related to your sales trends, team performance, sales processes, and more. They are the best way to understand the efficiency of your business. 

While analytics provide great insights on the productivity of the company, not everyone on your team would need to access or work on reports. The VP of sales would need access to deal reports to analyze turnover, but an SDR would need access only to leads and contacts reports. With Custom Roles in Freshworks CRM, you can provide access to actions on reports like view, create, edit, delete, export, etc. 

In the case of an account executive, the user may not need to delete or edit reports on accounts and deals. 

Custom Roles in Freshworks CRM

4) Admin 

Admin permissions include access to all Admin settings. You can configure access to select admin settings by checking/unchecking the options. In our example, you can permit access to admin settings and allow the user to only manage territories.  

Custom Roles in Freshworks CRM

5) Emails 

You can customize Roles to share your email templates with everyone, your teams, or your territories. In the example of an account executive, the user may need to share their email templates with members of their team and territories. You can also set the number of bulk and individual emails each user can send. 

Custom Roles in Freshworks CRM

6) Sales Sequences

Sales Sequences is a powerful feature in Freshworks CRM that helps you create, send, and track personalized outbound campaigns. A well-drafted sales sequence can build relationships, improve product experience, maximize revenue, and most of all, improve customer retention. You can send the right customer the right message at the right time. You can provide access to various permissions related to Sales Sequences by customizing roles. 

In this example, you can choose to provide access to view and create Sales Sequences and restrict sharing to only user’s teams and territories. You can also set a limit on the number of emails sent per day. 

Adding a new user

Once you’ve created a new role and defined its permissions, the next step is to assign it to users. From the Assign users overlay, you can select the users to assign roles. 

Custom Roles in Freshworks CRM

Read more about custom roles on our solution article here.