How access works
Three things must all be true for a user to use a CRM screen:
- CRM is on for your company (Get CRM ready for your company).
- The user's role has the menu, so the screen shows in the side menu.
- The user's role has the permission the screen and the action need. Every action is checked when it runs: without the permission the screen says "You are not authorised to access this resource.", or the button is hidden or greyed out.
Menus and permissions are given to roles on Role & Scopes (see the Administration help). Most CRM areas have a permission to see them, one to add and one to change: adding a record needs the add permission, changing one needs the change permission.
What each area's permissions allow
| Area | To see it | To add or change |
|---|---|---|
| My work | My work | |
| Customers | Customers, Customer 360, statements and open bills, Receivables, the case queues on Follow-ups, the CRM panel on sales documents, and the Credit Desk's Over limit / on hold and Credit position tabs | Save collection cases |
| Contacts | Contacts | Add and edit contacts |
| Activities | Activities | Add activities; mark done, reopen and reschedule; Log call on Customer 360 needs the change permission |
| Follow-ups | Follow-ups, the Collections worklist and its figures | Add follow-ups and promises to pay; assigning a collector, closing collection work and Follow-up on Customer 360 need the change permission |
| Opportunities | Opportunities and the forecast | Add deals and move them between stages |
| Service tickets | Service tickets | Add tickets; the ticket scan needs the change permission |
| Document threads | Document threads | Add threads and their messages |
| Credit | The Credit Desk menu and its Release queue | See the credit approval permission below |
| CRM settings | View CRM settings | See the settings permission below |
Two permissions to give with care
| Permission | Lets the user |
|---|---|
| Credit approval (the screens name it CrmCredit.Approve) | Decide credit releases; put customers on and off credit hold; switch Stop credit-blocked sales on save |
| Manage CRM settings (the screens name it CrmSettings.Manage) | Change CRM settings, pipelines and stages; Run automation now; Run collections now |
Sales staff need no CRM permission for the credit check
The credit check of a sale, and asking for a credit release, need only the permission to save that kind of document (invoice, delivery note, order). Such a user sees the figures their sales screen already shows, and only their own releases. They follow their requests on Credit Desk > My requests, which every signed-in user can open from the link in the notification and in the message after asking, even without the Credit Desk menu.
The CRM menu
The CRM group holds My work, Customers, Credit Desk, Collections, Follow-ups, Contacts, Activities, Opportunities, Service tickets, Document threads and CRM settings. Receivables has no menu item of its own: open it from Customers > Receivables.
Common questions
The Credit Desk opens but Over limit / on hold and Credit position are missing.
They need the permission to see CRM customers as well as the Credit Desk.
A user sees the menu but the page says "You are not authorised to access this resource."
The menu was given but the permission was not. Ask the administrator to give the role the permission.
A salesperson cannot see the Credit Desk menu. Can they still follow a release request?
Yes: My requests opens from the link in the notification and from the message after asking, even without the Credit Desk menu.