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  1. CRM
  2. Roles and permissions
Reference

Who can do what in CRM

CRM brings sales, marketing, sales operations and customer-facing finance into the customer relationship. Access follows the user’s entity, team and responsibilities. The specification separates preparation, approval and confirmed execution so a change of owner or an assistant’s request cannot silently change who may authorize the work.

Who can do what

Permissions by role
RoleLead managementAccounts & relationshipsPipeline & forecastsProducts & quotesContracts & renewalsOrders & receivablesCampaigns & outreachCommissions & sales operations
Admin—Edit—Edit———Edit
Sales RepEditEditEditEditEditViewViewView
Sales ManagerEditEditApproveApproveApprove——Approve
Sales OpsEditEdit———Approve—Edit
Marketing ManagerEditEdit——View—EditView
CPQ Admin—View—Edit————
AR Clerk—Edit—EditViewEdit—View
Viewer—View—ViewView—ViewView

Each role in detail

Admin

Configures identity, approved policies and integrations without inheriting domain approval or unrestricted payout visibility.

Can

  • Prepare Users role/scope settings, CRM policies, Entities, Currencies, connections, number sequences and technical master changes
  • View operational records within entity and protected-field policy
  • Inspect redacted integration events, outbound deliveries and migration batches
  • Apply independently approved changes through guarded actions
  • Access allowed operational/report administration

Can't

  • Approve own change, bypass commercial/technical decisions, mark commission statements Paid, release unapproved payouts or inspect personal commission/payout amounts merely by Admin role

Sales Rep

Owns assigned leads, customer relationships, pipeline, quotes, follow-up and renewal work.

Can

  • Manage own Accounts, Contacts, Leads, Opportunities, opportunity products, opportunity contacts, Activities and draft Quotes/quote items through parent ownership
  • Decide evidence-based qualification on assigned Leads and execute the unique reviewed conversion
  • Prepare Contracts and Renewals for owned accounts
  • Self-release a known standard quote only when every line is within its resolved inclusive min discount percent ceiling and all technical/policy checks pass
  • Submit nonstandard quotes/final terms for review
  • Submit own forecast entries/forecast items
  • Manage optional Cases for owned accounts and escalate to Sales Manager
  • View Products, active price books/price book entries, approved campaign context, own Orders/Invoices and customer timeline
  • Send policy-eligible own-account follow-up through message deliveries with current suppression checks
  • View own Commissions/commission statements/adjustments and submit disputes, never peers’ amounts

Can't

  • Approve own final contract terms, change accepted prices, close a deal without an active accepted contract or edit posted finance/payout evidence

Starts on: Pending Activities

Sales Manager

Owns commercial authority, team forecasts, approved commission basis and contract decisions.

Can

  • Manage team Accounts, Contacts, Leads, Opportunities, child product/contact rows, draft Quotes/quote items, Activities, Contracts, Renewals and escalated Cases within entity
  • Independently approve final contract terms at Negotiate, excluding preparer/material editors
  • Independently approve commercial price/territory/quota/commission master changes and CRM policies
  • View team commission detail only within approved compensation scope
  • Access team pipeline, forecast, booking, renewal and commission reports

Reviews and approves

  • Approve line discounts up to the minimum of price-book max discount percent and own manager discount limit percent, independently where required
  • Approve beyond-standard commercial exceptions only with explicit exception discount limit percent and policy ceiling, never by sending them to CPQ Admin
  • Verify all required current signature requests and activate Contracts/closed won through the guarded action
  • Approve renewal and termination commercial scope
  • Review/submit manager forecast entries from exact child versions and lock forecast periods snapshots
  • Approve commission statements and commission adjustments independently of preparation/material editing and earner identity

Can't

  • Authorise own commission or substitute a statement review for independent payout authorisation

Starts on: Pending Activities

Sales Ops

Prepares territories, quotas, commissions, data quality and accepted-order operations.

Can

  • Manage draft Territories, routing rules, routing assignments, Quotas, commission plans and authorised Users territory/plan summary fields through independent master changes approval
  • Prepare merge/dedupe and realignment plans for Accounts/Contacts/Leads, retaining restrictive preferences and historic attribution
  • Prepare Orders/order items from accepted commercial allocations and confirm fulfilment events from actual delivery/provisioning evidence
  • Prepare commission credits, Commissions, commission statements, commission adjustments and commission payouts
  • Resolve disputes by proposed attributable adjustment and submit for independent Sales Manager review
  • View entity commercial/forecast/commission data within operations scope
  • Access operations and governed data-quality reports

Reviews and approves

  • Review usage records meter/completeness evidence within signed terms

Can't

  • Activate own plan/quota/routing change, approve own statement, release a payout or mark Paid from an outbound request

Starts on: Unassigned Leads

Marketing Manager

Owns scoped campaign planning, recipient preferences, segmentation and independently approved bulk outreach.

Can

  • Manage draft Campaigns, campaign members, Segments, Emails/message deliveries, intake Leads/lead scores and source-backed communication preferences
  • Prepare scoring and communication CRM policies
  • Independently approve bulk campaign release for a version prepared/materially edited by another Marketing Manager, including segment, content, channel, purpose and cadence
  • Pause/cancel future outreach and apply verified suppression immediately
  • Read pipeline/contract outcome scope needed for campaign attributions without personal commission or unrestricted finance detail
  • Access Lead Funnel and Campaign ROI

Reviews and approves

  • Review suppression-impacting merge/communication changes independently and never clear a recipient restriction merely to merge records

Can't

  • Treat a delivery request as Sent or clear suppression without authorised source evidence

Starts on: Unassigned Leads

CPQ Admin

Prepares product, pricing and technical configuration rules and independently reviews technical exceptions.

Can

  • Manage draft Products, price books/price book entries, CPQ rules and Configurations
  • Prepare commercial price changes for independent Sales Manager approval
  • Independently activate technical rules and approve technical configuration exceptions on the exact version, excluding author/material editor
  • View entity Quotes/quote items and commercial decisions for pricing/configuration review
  • Access product/configuration audit context

Can't

  • Approve a deeper commercial discount solely by technical role, alter customer-accepted prices or bypass contract terms approval

Starts on: Pending Quote Approvals

AR Clerk

Owns operational receivables, accounting reconciliation and independent authorised financial payout requests.

Can

  • Prepare and issue eligible Invoices/invoice items, tax assessments, payments received, payment applications, credit adjustments/credit applications, Refunds and dunning actions within entity
  • Apply same-customer bounded cash/noncash allocations with explicit cross-currency evidence
  • Issue routine within-policy credits/discounts/write-offs and submit disputed/above-limit adjustments for a different authorised AR Clerk’s approval
  • Independently approve finance policy/master and tax exception changes within assigned scope
  • Independently authorise Refunds and commission payouts within converted payout limit, excluding request preparer, statement reviewer and earner/payee conflict
  • Prepare accounting handoff and record authenticated outcomes without implying local GL/recognition ownership
  • View Orders, fulfilment/usage, Accounts, Contracts, approved payout totals/earner identity and finance data needed for action
  • Access receivable, collection and authorised commission-payment reconciliation

Reviews and approves

  • Verify actual receipt/settlement evidence and reconcile accounting identities

Can't

  • Approve own financial exception/refund, alter frozen payout membership or mark Sent/Acknowledged as settled

Starts on: Outstanding Invoices

Viewer

Reads enterprise sales performance and customer context within configured entity and protected-field boundaries.

Can

  • View operational customer, pipeline, product, contract, activity, campaign and report records in assigned entity scope
  • View aggregate commission/forecast performance where authorised
  • Access read-only report dashboards with the same join and field restrictions

Can't

  • View individual earner compensation, payout beneficiary data, raw provider credentials or private payloads without a separately granted eligible role
  • Mutate records, approve actions or send communications

Starts on: Outstanding Invoices

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