Role management is a set of rules defined within SuiteCRM to ensure that they have the correct access to the functionalities within it. This is specially true since the application can have sensitive information. Role management within SuiteCRM is a critical feature which is often under-utilized.

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It must be noted that this feature is available to system administrators only. The roles may need to evolve as the company expands, hence Suite CRM allows enough flexibility.  Let’s explore this feature in detail and understand how role management works within SuiteCRM.

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SuiteCRM Role Management features explained

Role Management in SuiteCRM provides the following functions. A combination of below empower the CRM administrator in defining access at a finer level. 

  • Restriction and access to the module permissions
  • Record level permissions

Before understanding how to implement role management within SuiteCRM, let us go through a scenario where the concept can be used.

Screenshot of role Management hierarchy

From the above chart, we can say that the CEO/COO is the high level within the showcased organization, National Manager is the second and Sales Reps/ Service Reps are the third level in the hierarchy pyramid. The users of the different levels will have different responsibilities, roles and access to certain information over the organization.

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  • CEO and COO will need to know the overall performance of the organization by reporting the data across all the departments.
  • National manager will be controlling the sales and service of the organization for his/her nationality.
  • Sales representatives will generate leads for the organization and convert them to the customer and generate a quote and order for the customer.
  • Service staff will raise a ticket for the customer to provide support and help them in solving their tickets.

To implement the above scenario in Suite CRM, We must create 4 different roles. Let us look at them in a step by step manner. 

Create a Role

To create a role, we need to follow the steps described below along with their menu paths and screenshots. 

    • Login as an admin user
    • Go to Admin  > Role Management > Create Role
    • Enter the name for the role and click on save

Screenshot of Creating Role in SuiteCRM

Role 1 – CEO/COO 

  • Create a role ‘CEO/COO’
  • As CEO/ COO has access across all the modules. Access, Delete, Edit, List, Export, Import permission must be enabled and set to All.
  • Please find below the screenshot for reference.

Screenshot of Creating role of CEO

Role 2 – National Manager

  • Create a role named as “National Manager”
  • As national manager will have access across Accounts, Contacts, Quotes, Cases, Tasks, Meetings, Calls, Emails.
  • National Manager will have permissions Access as enabled and set to All for the above modules
  • With the help of team management, the national manager can view the records related only to his/her nation.

Screenshot of Creating a role National Manager

Role 3 – Sales Reps

  • Repeat role creation for “Sales Reps”
  • Sales Reps will have access over Accounts, Contacts, Leads, Tasks, Meetings, Calls, Emails, Quotes.
  • For Activities modules (Tasks, Meetings, Calls, Emails), the user should have access to view/create only his/her activities.
  • Sales Reps should have the ability to create a Lead, Accounts, Contacts and should have the ability to view across other sales reps data.

Screenshot of Creating a role Sales Reps

Role 4 – Service Reps 

  • Repeat above steps for Service Reps
  • Service Reps will have access over Accounts, Contacts, Tasks, Meetings, Calls, Emails, Cases.
  • For Activities modules (Tasks, Meetings, Calls, Emails), the user should have access to view/create only his/her activities.
  • Service Reps should have the ability to create a Case and should have the ability to view across other service reps data.

Screenshot of Creating a role Service Reps

Role-based Permissions

Role-based permissions can be set from the detail view of the particular role. A tabular format where for each module the admin can provide the permissions on each category(Access, List, Delete, etc).

Permission are-

    • All
    • Owner
    • Owner and Selected Teams 
    • None

Record Level Permissions

Record Level Permissions can be set up by enabling the team-based permissions. To enable team-based permissions, 

    • Log-in as Admin user
    • Go to Admin -> team-based permissions
    • Enable the permission

Teams are a group of individuals who have similar kind of responsibility within an organization, therefore need similar level of access to the records in CRM. Using these permissions, the user belonging to the team may have access to either edit, delete, export, etc, as authorized by the admin.

These permissions can be enabled from the Role Management. To do so, go to the detail view of any of the particular role. Select ‘Owner and Selected Teams’ to enable the record level permissions.


Advantages of using role management within SuiteCRM

  • Better control over what role has access to the information
  • When an employee is hired or promoted to a higher position, the roles can be easily switched or assigned to the user which leads to minimal administrative work.
  • As these roles are aligned with the organization’s structure of Business, users can do their jobs efficiently.
  • Increased security as most of the users will have access to the modules that they are hired for.
  • The hierarchy of the business will be organized without any much paperwork.

Implementing role management in SuiteCRM increases the security of the application by restricting users of other roles from accessing the data out of their role permission. Users will work in a very high efficient manner as paperwork and manual management of data is reduced.


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