TABLE OF CONTENTS
1. Define Roles
Defining roles in the CRM helps you control and manage the permissions and access given to different members on your team. Freshworks CRM provides 7 default roles — Restricted user, Sales User, Marketing User, Sales Manager, Marketing Manager, Administrator, and Account Admin. You can use these roles as a basis to modify permissions and create customized roles.
- To create custom roles, go to Admin Settings > Users, Roles, Territories (Under Users and Permissions) > Roles, and click Create Role.
- Provide the name of the role, choose the role whose permissions you want to be cloned, and set the scope for the role. The scope is the extent to which you want your users to access records. You can choose from global, territory, or restricted scope.
- Global scope: Users can access all records in Freshworks CRM account without any restrictions.
- Territory scope: Users can access records only within their territory and those assigned to them.
- Restricted scope: Users can access only those records assigned to them.
- By default, it is set to the global scope. Once the scope has been set, click Next.
- Choose the relevant permissions for the role. You can alter permissions to categories like Modules, Actions, Sales goals, Analytics, Emails, Sales sequences, Marketing lists, Marketing campaigns, Chat settings, Phone, SMS, Collaboration, User Settings, and Admin settings.
- Modules Permissions: Allows admins to configure module-level permissions for users. Admins can modify the scope to one of the 4 actions:
This covers Contacts, Accounts, Deals, Tasks, and Appointments. Additionally, it will also contain module permissions for any custom modules that may be created.
- View - View records based on the scope
- Create - Create a record
- Edit - Edit a record
- Delete - Delete a record
Actions Permissions: All record-related actions such as Import, Assign, Share fall under this category.
- Sales Goals: All permissions related to Sales Goals fall under this category. Admins can modify the scope to sales goals-related features by checking/unchecking the options. These options apply to All Goals, Team’s Goals, or User’s Goals.
Reports Permissions: All permissions related to reports fall under this category. Admins can modify the scope to reports-related features by checking/unchecking the options.
- Email Permissions: All permissions related to email functionality such as access to Sharing Email Templates, Setting limits for Individual emails and bulk emails fall under this category.
All shared templates are read-only for all users other than the creator of the template. Admin can restrict the sharing scope. The following options are available under the sharing scope.
- Private - User cannot share their templates.
- Everyone - Public templates are shared to all users/teams/territories in the account.
- My eams - User can select specific team names to share with all users in that team.
- My Territory - User can select specific territory names to share with users under those territories.
Admins can define email limits for the following:
- Individual emails or the transactional emails sent out per day
- Bulk emails sent per day
Note: Admin can also restrain the user from sending Emails from Freshworks CRM by unchecking the checkbox under Email custom roles.
Sales Sequence permissions: All permissions related to Sales sequences such as access to Sales Sequence page, ability to create and share sequences, and setting limits for the maximum number of emails sent via Sales Sequences falls under this category.
- Marketing Lists: Permissions related to Marketing Lists like viewing, creating and editing lists, moving, copying, and removing contacts from lists can be configured under this category.
Marketing Campaigns: Permissions related to viewing, creating, editing, and deleting Email campaigns, Marketing segments, Marketing journeys, and Journey emails fall under this category.
- Chat Settings Permissions: Admins can configure al permissions related to chat settings. You can choose to view, create, edit and delete canned response categories, canned responses, manage triggered and in-app messages, files and chat.
- Phone Permissions: Admins can provide access to the phone widget.
- SMS Permissions: All permissions related to SMS settings fall under this category. Admins can configure the permissions to send Individual and Bulk SMS by checking/unchecking the options. They can also configure the number of SMSes that can be sent per day.
Collaboration Permissions: Admins can provide access to collaborate on deals through CRM-Slack integration.
- User Settings Permissions: All permissions related to User Settings falls under this category. Admins can configure access to a user's access to various user-specific features such as requesting a demo, creating a support ticket, downloading the mobile app, accessing the knowledge base, etc. by checking/unchecking the options.
- Admin Settings Permissions: All permissions related to Admin settings fall under this category. Admins can configure access to Admin settings by checking/unchecking the options.
- Click Save to save the role.
- To assign users to roles go to Admin Settings > Admin Settings > Users, Roles, Territories (Under Users and Permissions) > Roles. Select a role and click on Assign Users.
- Select a user by clicking on the checkbox next to the user.
- Click Assign. The user will be assigned to the role.
2. Add Users
- To add a user, go to Admin Settings > Users, Roles, Territories (Under Users and Permissions) > Users and click the Add User button.
- Enter the mandatory (user’s full name and email address) and optional fields.
- Add the user to a team and assign a role.
- If the user is already a part of another account in the organization, they will receive an email to join the account. By clicking the Join Account button, they can use their existing Freshworks credentials to log into Freshworks CRM.
- If the user is not a part of any Freshworks CRM account, they will receive an email requesting them to Activate Freshworks CRM. Clicking Activate your account will take the user to a page where they will have to create login credentials. Once the password is created, the user will be redirected to Freshworks CRM.
Note: When adding a user, you can assign a role to the user, i.e. define the activities that the user can do within the CRM.
3. Configure Territories
- Create new territories
Configuring territories helps your sales team focus their time on leads assigned to them. By grouping users based on their sales expertise, you can have them automatically assigned to a variety of contacts that come inside Freshworks CRM. Additionally, territories can also be used by sales managers to monitor the activities and progress of the sales reps as well as the contacts in that territory.
- To organize your team, go to Admin Settings > Users, Roles, Territories (Under Users and Permissions >, and click Create territory.
- Enter the Territory name, and add a description to define the territory.
- Type in the name of the users and select them from the dropdown. You can also add entire teams to a territory.
- The selected users will show up at the bottom of the overlay along with their emails and roles.
- You can choose to remove a user from the territory by clicking on the three dots icon and selecting Remove from territory.
- Click Save to add the newly created territory.
- To delete a territory, click on the three dots next to a territory, and click Delete.
Note: The users who have territory access can view and edit the contacts in the territory but they won’t be assigned as the owner to any of them.
4. Deactivate and Delete a User
If you don’t want new contacts, deals, tasks, and appointments to be assigned to a particular user, you can deactivate the user temporarily. This way, your sales process continues smoothly even in the absence of the user.
- To deactivate a user, go to Admin Settings > Users, Roles, Territories (Under Users and Permissions) > Users.
- View the list of active users in the Users list view page.
- Click the Deactivate button from the dropdown beside the user’s name.
- You have the option to transfer their records to another user, leave it as is, or unassign their records. Click Deactivate.
- On deactivating, the user’s details cannot be edited, and the deactivated icon appears beside the user’s photo.
Note: You can access the list of inactive customers by clicking the 'Inactive Users' tab in the User page.
- But if there is a requirement to remove a user from Freshworks CRM, you can opt to delete the user. To delete a user, go to Admin Settings > Users, Roles, Territories (Under Users and Permissions) > Users. Click the delete button from the dropdown beside the user’s name. Remember, you cannot undo this action.
Note: When you delete a user, all their records do not get assigned to another user unless specified. By reassigning their records to another owner, you can ensure that no contact is left unattended. So, always opt to reassign a user's records before deleting.
5. Reactivate a User
- To reactivate a user, go to Admin Settings > Users, Roles, Territories (Under Users and Permissions) > Users > Inactive Users.
- Here you can find a list of all deactivated users. Click on the dropdown and click Activate.
- You can also reactivate a user by clicking on the user name in Admin Settings > Users, Roles, Territories (Under Users and Permissions) > Users > Inactive Users and clicking on the Activate in Freshworks CRM toggle.
- When you reactivate a user, the user will receive an email notification after which, the user can sign into the application.