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Guidelines for Setting Up Roles

Oracle CRM On Demand provides a set of prebuilt roles that you can use as your starting point for setting up roles for your company. The User and Role Setup Template contains information about the prebuilt roles, listing their record access, privileges, and default tab access. For information about finding the User and Role Setup templates, see Using Administrator Templates During Setup.

As an example of the type of role that you can set up in Oracle CRM On Demand, your company might require two distinct sales forces: the Install Base Account Management sales force and the New Business sales force. Field sales representatives in the Install Base Account Management sales force track account information about their customer deployments. Field sales representatives in the New Business sales force track account information that profiles the purchasing requirements of their prospect account. Although these two job duties are similar, the type of information most relevant to support their daily processes is different. In this example, you can set up two roles:

  • The Install Base Field Sales Reps role
  • The New Business Field Sales Reps role

You can base each of these roles on the prebuilt Field Sales Rep role, and tailor the new roles by adding different page layouts to support the unique business requirements of the two sales forces.

You can continue to change and add role definitions as required, for example, as a result of organizational change, or the acquisition of another company. If the organizational structure of your company changes, the business functions of one or more employees can also change. If your company acquires another company, you might have to assimilate additional employees as users in Oracle CRM On Demand.

When setting up roles, follow these guidelines:

  • Determine how each employee or group of employees will use Oracle CRM On Demand.

    Examine the job functions of your employees to determine the following:

    • What tasks they must complete and which records they require access to
    • What kind of access they require to each type of record
    • If there are records or tabs that they must not be able to access

      The following table shows some examples of access types.

      Access Type


      Feature access

      The Inside Sales Rep role provides access to the Convert button on the Lead Detail page.

      Record access

      The Executive role provides edit access to all opportunity records regardless of the owner.

      Tab access

      By default, users who have the Sales and Marketing Manager role can access the Accounts and Opportunities tabs, but cannot access the Service Requests and Solutions tabs.

  • Review the characteristics of each of the prebuilt roles to determine if these roles meet the needs of your employees.

    The names of the prebuilt roles do not necessarily match your company’s job titles. You must match job functions and tasks to the roles, not job titles.

  • Set up your roles as follows:
    • If a prebuilt role is close to what you want for an employee group, create a new role by copying the prebuilt role, giving the copy a new name, and then editing the copy to meet your requirements.
    • If no prebuilt role is close to what you require, create a new role to match your requirements.

      TIP: Use the User and Role Setup Template to help you document the role requirements of your employee groups. Then, refer to the completed template when you create or edit roles and set up users in Oracle CRM On Demand.

Related Topics

See the following topics for related information:

Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.