Security Roles Guide

Role-based access control in CRM

Security roles control what users can see and do inside Dove365 CRM — Starter. Every user must have at least one role assigned before they can access the system. Roles are additive, if a user has multiple roles, they have the combined permissions of all assigned roles.

The standard CRM user role

The Dove365 CRM User role is the standard role for anyone using Dove365 CRM — Starter day to day, sales teams, account managers, support staff, and any user who works with CRM data without administrative responsibilities.

• Manage accounts and contacts

  Create, view, update, and search accounts and contacts. CRM Users maintain the core customer database and keep records current as relationships evolve.

• Work the pipeline

  Create and manage leads and opportunities through the full sales process, logging activity, updating stages, and closing deals as Won or Lost.

• Handle cases

  Create support cases, log investigation notes, manage escalations, and record resolutions. Full visibility of the cases relevant to their own work.

• Log activities

  Create and complete emails, phone calls, tasks, appointments, and notes against any CRM record they have access to. Build the communication history that makes CRM valuable.

• Access dashboards and views

  View dashboards showing pipeline, cases, and activity. Work with standard views across all CRM modules to find and manage records efficiently.

CRM data administration

The Dove365 CRM Admin role is for those responsible for managing the CRM data and catalogue. It extends the Dove365 CRM User role with the ability to delete records and maintain the service offering catalogue, actions that standard users cannot perform.

• Delete CRM records

  Permanently delete accounts, contacts, leads, opportunities, and cases. Standard users can deactivate records but cannot delete them. Use this permission carefully, deletions are not reversible.

• Manage the service catalogue

  Create, update, and deactivate service offerings. Maintain the shared catalogue that users attach to opportunities and cases when categorising pipeline and support activity.

• All Dove365 CRM User access

  Inherits the full Dove365 CRM User permission set, all standard CRM data entry, pipeline management, case handling, and activity logging capabilities are included.

System and user administration

The Dove365 Global Admin role is assigned in the Dove365 Admin app and is responsible for user management, teams, data configuration, and environment administration. This role exists in the Common solution and applies across all Dove365 apps in the environment.

• User management

  Add new users, assign and remove security roles, and deactivate leavers. Manage user profiles including business unit, manager, and position settings across the team.

• Teams management

  Create and configure teams, assign roles to teams, and manage team memberships. Use teams to manage access at scale, roles applied to a team apply to all members automatically.

• Mailbox configuration

  Approve and test user mailboxes for server-side synchronisation. Manage mailbox settings and resolve email tracking issues for individual users across the organisation.

• Data configuration

  Manage environment-level data settings, views, and configuration options in the Dove365 Admin app. Includes managing SharePoint document location settings for CRM record integration.

• Outlook add-in deployment

  Assign the Dynamics 365 for Outlook role to users and manage add-in deployment so users can access the CRM panel directly from their Outlook inbox.

How roles are assigned

Roles are assigned through the Dove365 Admin app using a straightforward interface. CRM administrators can see all available Dove365 roles and assign or remove them without needing technical system administration expertise.

• Assigning roles to individual usersOpen the user’s record in the Dove365 Admin app. The role assignment area displays available Dove365 roles as checkboxes. Check the appropriate role and it is applied immediately, no form save is required.
• Assigning roles to teamsOpen the team record in the Dove365 Admin app. The same role assignment interface is available on the team form. Roles assigned to a team apply to all current and future members of that team automatically.
• Reviewing current accessUse the User Management area in the Dove365 Admin app to see all active users and their current role configuration. This makes it straightforward to audit who has which level of access across the whole team.

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