Overview

Each user in Marketscape CRM has an assigned role that determines which pages, data, and tools they have access to. An account administrator can create, edit, and manage roles so that different access levels can be provided to groups of users in their company. The specific access allowed by each role is determined by setting permissions on and off in the Role Management settings.

 

- Marketscape CRM Roles are set up as part of the onboarding process for new customers.  There are default roles that satisfy most implementations, but it is possible that your company may have custom roles or roles that do not use the default settings.

In this article, we display the default roles. Nevertheless, the features and settings described will work the same way for any custom roles or settings you may see.

Creating, editing, or deleting roles is a delicate task that impacts vast aspects of functionality in Marketscape CRM. Feel free to jump in with courage, but for the faint of heart, we encourage account administrators to make contact with their Trella Health customer success manager for assistance.

 

 Definitions

• Permission - permissions are set for each role and either allow or restrict access to specific pages, features, or functions in Marketscape CRM
• Role - A role includes a set of permissions. When a role is assigned to a user, that user will have access to the features and functions determined by the permissions in the assigned role.

 In this article

This article will provide an overview of the Role Settings page, summarize role management and configuration, and display definitions of the default roles.

• Role Settings Summary - overview of the Role Settings page
• Role Management and Configuration - creating a new role or editing an existing role
• Permission Definitions - short summaries of all permissions
• Role Definitions - an overview of the default roles
• Inherent Role Permissions - an overview of permissions that are inherent to the tiers of roles, e.g. administrators, managers, and sales reps

 

Role Settings Summary

Navigating to Role Settings

In order to open the Role Management page: Click on the "Settings" button in the left navigation   Under "Settings Links & Tools," click on the "Role Management" Link.   The Role Management page will open. (See below)

 

The Role Management table

There is a single table on the Role Management page that displays the available roles.

Use the following image to familiarize yourself with the basics of the Role Management page.

New Role - Click this button to create a new role for you company.

The specific role settings are shown below in Role Management and Configuration.

 

Business Lines - If your company has multiple lines of business, they will be shown in the "Business Line" dropdown. Each business line has its own set of corresponding roles, which may be identical, or may vary.

The following image shows a sample list of business lines. Click on a business line to populate the table with roles for the chosen business line.

 

Edit/Delete role - To the left of each role are two links.

• Clicking the "Edit" link will open the settings for the role in the same row. You can then make changes to the permission settings for the chosen role
• Clicking the "Delete" link will generate the following prompt:

• Click the "Ok" button to delete the role.

 

Role names - In general, the role names should coincide with positions in your company. This makes it easier to assign roles to new users.

Details about the five default roles can be found below in 

 

Additional settings - The other columns in this table identify parameters for the role in each row that provide some of the basic settings for each.

 

 

 

Role Management and Configuration

Overview

Whether you are creating a new role or editing an existing role, you will see the same settings.

The only immediately observable difference will be that a new role will have empty fields.

 

Role Details

New role Click on the "New Role" button to create a new role	Existing role Click on the "Edit" link for the role you want to edit
The details for the settings in these images can be found next, in Role Details.

 

Role Details

• Role name - This is a required, editable text field. Use a name that is helpful to align a specific user to the access selected for the role. 
• Sync ID - applicable if a role has a Sync ID - This will be set up at implementation and should not be changed
• Receive Referral Ownership Credit - determines whether the particular role receives credit (points) for a referral - this is helpful for roles like Managers or Clinical Liaisons who may share ownership of referrals with other Marketers.
• Reports to Role - sets the hierarchy or "rollup" of management roles
• Business Line - dedicates a role to a specific business line. This field can't be set or changed. It is set based on the business line being viewed when the role is created.
• Include in Reports - determines whether a roll appears in Marketscape CRM Reports by default

Role Function

• Sales or Manager - determines the role types that have visibility to other marketer's activities 

 

Permissions

Summary

The "Permissions" section of the Edit Role screen shows the individual permissions that can be granted or restricted, sorted by category. Each checked box represents a permission granted, while empty boxes display limitations for that role. For most categories, the options are very similar. These options determine if a user can create, edit, or delete records of each category type. They can also determine if the user with the role can export data, see historical notes that other users wrote, or edit unassigned records. Some categories can even have limitations set for viewing, determining if the role can view all records of that type, or only records that are assigned to them.

The following image shows all possible permissions in Marketscape CRM.

• Click on a checkbox to turn a specific permission on or off.

Visibility settings

Some categories have visibility settings. This dropdown determines which records in the category will be visible for users with the selected role.

Thinking as an account administrator, as I consider the role for which I am making changes, I would ask, "For users with this role, whose leads would I want them to see?"

• For a sales rep, I would probably only want them to see their own leads.
• For an office manager, I would perhaps want the user to only see leads in their sales territory.
• Then, for each expanding area of responsibility, match the setting to each user's level of responsibility

Some territory structures are customized so that the divisions you will see in the visibility dropdown will differ to match your company's preference.

 

 More Permission Details

• After making any changes to the permissions in any role, click the "Save" button at the bottom of the page.
• By default, Export is checked (or allowed) for most categories. Many account administrators turn this capability off, preventing users from exporting a complete list of contacts, accounts, or referrals. This is often a function left to account administrators or manager roles to assist an account executive upon request.

• Roles exist for each line of business, allowing account administrators to determine which business line a role services. The Business Line drop-down menu above the Role Management table will toggle to the appropriate set of roles for each business line. Users can be assigned multiple roles, should they service different business lines.

• A user not showing in reports is most often caused by either the role not being set to show in reports, or the role not being set to receive referral credit. Administrator and manager roles often have the referral credit option turned off. Before toggling the role settings, consider whether the role is appropriate for the user, as role settings changes impact all users assigned to that role.
  • ​Edit Unowned gives a user the permission to edit records that have no owner at all
  • Edit Unassigned gives a user the permission to edit records that are owned by the Unassigned User
  • The general Edit ​option must be selected for the applicable user's role in order for either of the above to activate

• Keep in mind that changing the Visibility drop-down can limit search results for users that are searching that particular category. If Self Only is selected, the only records that will display on any view will be those that are assigned to the user. Accounts and contacts will show all records for all users, making it possible to search records to request ownership.
• Where applicable, the permission will extend to mobile as well as the web.

 

 

 

Permission Definitions

Each permission is essentially either on or off. The following list provides a brief explanation of what each setting does.

Questions? If in doubt, get in touch with your Trella Health customer success manager.

 

Certain permissions have a different impact depending upon whether the user is a sales rep or a manager.

• Assign - this applies to "ownership" of an account, contact, lead, order, or referral - the allowed feature works the same for all five of these record types
  • The permission enables a manager to assign ownership to or remove ownership from other users. When viewing a detail page, they will see a link to "Add Shared Owner" where they can add a user.
  • For a rep: (who can only assign a record to themselves)
    • With the permission enabled, the rep will be able to click the "Add Myself" link to take ownership, and the rep will be able to click the "Remove" link to remove their ownership
    • With the permission disabled, the rep will need to click on the "Request Ownership" link. The request then needs to be approved by a manager or administrator
• Edit - this permission allows users to make changes to an account, contact, lead, order, or referral - the allowed feature works the same for all five of these records
  • This permission allows a manager to edit a record belonging to themselves and any users they manage
  • A sales rep will only be able to edit their own records

List of all permissions

Accounts

Visibility - All Users - All users will be able to see all accounts 

• View - makes the Accounts page visible when checked
• Create -  provides the ability to manually create accounts
• Edit - provides the ability to make changes to an account
• Assign - provides the ability to assign or remove account ownership
• Delete - provides the ability to delete an account from Marketscape CRM
• Merge - provides the ability to merge accounts
• Display Call/Visit Notes for all Users - provides the ability to see completed call/visit notes for other users on an account
• Export - provides the ability to extract a list of accounts via Excel spreadsheet 
• Show All Shared Owner Events - provides the ability to display all past and future events for additional users for an account

**Account Executive Roles have an inherent role permission that does not allow them to edit or add Account that are owned by another User

 

Coaching Sessions

• View - makes the Coaching page visible when checked
• Create - provides the ability to create a new coaching session
• Edit - provides the ability to edit an existing coaching session (Coaching sessions can only be edited until they are submitted.)
• Delete - provides the ability to delete a coaching session
• Export - provides the ability to export a coaching session

Contacts

Visibility - All Users - All users will be able to see all contacts 

• View - makes the Contacts page visible when checked
• Create - provides the ability to manually add a new contact
• Edit - provides the ability to make changes to a contact owned by a user
• Assign - provides the ability to assign or remove contact ownership
• Delete - provides the ability to delete a contact from Marketscape CRM
• Merge - provides the ability to merge contacts
• Display Call/Visit Notes for all Users - provides the ability to see completed call/visit notes for other users on a contact
• Export - provides the ability to extract a list of contacts via Excel Spreadsheet 
• Show All Shared Owner Events - provides the ability to display all past and future events for additional users for an contact

**Account Executive Roles have an inherent role permission that does not allow them to edit or add contacts that are owned by another User

 

Expenses

Visibility - Flexible - User visibility will depend upon the option selected and where that user falls within the branch hierarchy.

• View - makes the Expenses page visible when checked
• Create - provides the ability to add a new expense
• Edit - provides the ability to make changes to an expense
• Delete - provides the ability to delete an expense from Marketscape CRM
• Export - provides the ability to extract a list of expenses via an Excel spreadsheet**
• Approve Expenses - provides the ability to approve expense requests*

*The Account Executive does not allow for this permission to be enabled

**Exports do not contain any attached receipts

 

Insurance Crosswalks

• View - makes the Insurance Crosswalks page visible when checked
• Create - provides the ability to create a new crosswalk
• Edit - provides the ability to edit a crosswalk
• Delete - provides the ability to delete a crosswalk

Key Contact Types

• View - makes key contacts visible when checked
• Create - provides the ability to create a key contact
• Edit - provides the ability to edit a key contact
• Delete - provides the ability to delete a key contact

Leads

Visibility - Flexible - User visibility will depend upon the option selected and where that user falls within the branch hierarchy.

• View - makes the Leads page visible when checked
• Create - provides the ability to add a new lead
• Edit - provides the ability to make changes to a lead
• Assign - provides the ability to assign or remove a lead's ownership
• Delete - provides the ability to delete a lead from Marketscape CRM
• Merge - provides the ability to merge leads
• Export - provides the ability to extract a list of leads via Excel spreadsheet 

Orders

• View - makes the Orders page visible when checked
• Create - provides the ability to add an order
• Edit - provides the ability to make changes to an order
• Assign - provides the ability to assign or remove order ownership
• Delete - provides the ability to remove an order from Marketscape CRM
• Merge - provides the ability to merge orders
• Export - provides the ability to extract a list of orders via Excel spreadsheet

Patients

• View - makes the Patients page visible when checked
• Create - provides the ability to add a new patient
• Edit - provides the ability to make changes to a patient
• Delete - provides the ability to delete a patient from Marketscape CRM
• Merge - provides the ability to merge patient records
• Export - provides the ability to extract a list of orders via Excel spreadsheet

Goals

• View - makes the Goals page visible when checked
• Create - provides the ability to add a goal

Market Spotlight

• View - makes the Market Spotlight page visible when checked
• Assign - provides the ability to assign or remove contacts/accounts from the Market Spotlight page
• Export - provides the ability to export data from the Market Spotlight tables

Dashboards

• View Global Metrics - provides the ability to view global metrics on the dashboard

Tenures

Visibility - Flexible - User visibility will depend upon the option selected and where that user falls within the branch hierarchy.

• View - Makes the Tenures page visible when checked
• Create - provides the ability to create new tenure goals for reporting
• Edit - provides the ability to make changes to an existing tenure goal
• Delete -provides the ability to delete a tenure goal from Marketscape CRM
• Edit Unassigned - provides the ability to edit tenure goals that are owned by a designated Unassigned User
• Edit Unowned - provides the ability to edit tenure goals that have no owner at all

Other

• Manage Users - provides the ability to see other user's calendars within a defined territory*
• Helpdesk Administrator - provides the ability to reset user passwords, add or disable users while still restricted from other configuration settings within Marketscape CRM

*The Account Executive role does not allow for this permission

 

 

Role Definitions

Overview

Marketscape CRM includes some default roles. This section describes some of the nuances in the default roles to provide a sense of how roles work. Because roles can be customized and may have different names and permission settings, the information might not apply specifically to your company's roles, but the samples should provide a helpful understanding of how roles work.

 

Available Roles

The following roles are pre-configured in Marketscape CRM:

• Account Executive - This role is most frequently assigned to marketers and liaisons, the individuals out in the field and receives referral credit. This user's dashboard reflects their own efforts, showing their top referring physicians and facilities, as well as their 3-month trend (broken down by week) in referrals, showing Admits, Pending and Non-Admits. Account Executives also have provides the ability to Add, Edit, and Delete Accounts and Contacts (visible to all users), as well as add, edit and delete their own referrals. If a Contact, Account or Referral is presently owned by another user, they will not be able to edit the record, but they may request an ownership change.

We recommend removing the permission to delete accounts, contacts and referrals for most users. Duplicate entries can be merged together, while deleted entries are not recoverable.

• Office Manager - This role is most frequently assigned to managers that have marketers or liaisons that report directly to them. While the manager may not have a set location (or "office") that their marketers work out of, this role has a better view of the activity of their team on their dashboard. At a glance, the dashboard will show the overall view for the group that they manage, but a mouse-click can dive in deeper to see a snapshot of all of the members of the manager's team. An Office Manager can approve expenses and ownership change requests for their direct reports, as well as assign accounts, contacts and referrals.
• Regional Manager - Like an Office Manager, this role has a higher level of visibility through their dashboard. However, instead of simply having direct reports, a Regional Manager may have multiple Office Managers (or various reporting locations) that report to them. Their dashboard combines the results of their various teams, and mouse-clicks can drill down to the Sales Territory or User level. Also similar to the Office Manager, a Regional Manager can approve expenses and ownership change requests for their sales territories, as well as assign accounts, contacts and referrals.
• Helpdesk Administrator - Some large companies have an internal IT department that can handle some basic administrative tasks within Marketscape CRM and may choose to grant a license to their primary IT team member. This user can help with resetting passwords, or adding and disabling users. Companies that use this role are normally very large, spanning many sales territories and managing hundreds of users. This role is unused by the majority of clients, as the administrative workload is normally very easily managed once the account is set up. To find out if this role is something that is appropriate for your company to use, please reach out to your Client Success Manager.
• Administrator - The Administrator role is for the individual that will oversee all Marketscape CRM use for your team. This role can approve the same changes as the manager roles above, adjust sales territories, manage all aspects of users (such as role assignment, passwords, adding or disabling, role permissions, etc.), change the time out settings of your web and mobile applications, etc. While not necessarily a manager, this user will ordinarily manage the Marketscape CRM environment and be the first point of contact for internal issue resolution. The Administrator's Dashboard shows the entire organization, which allows them to ensure that referrals are coming into the system properly, or spot other issues which may impact other users.  Since changes that are made at the Administrator level can be system-wide, we recommend only having one for most organizations, or a small number for much larger organizations. When multiple Administrators exist, the communication between them about system changes is critical to ensure a seamless experience for their team.

Role permissions can be modified by an Administrator. Before adjusting permissions of a role, it's important to understand that any changes made impact all users assigned that role. In some circumstances, a role change may be more appropriate than modifying an existing role.

 

 

Inherent Role Permissions

Overview

In addition to the configurable role permissions that can be set in the Role Permissions section, each user profile has access to certain "master" level permissions that are hard coded.  This means, for example, that account admins have access to the Add Account button, even if the option is not selected in Role Permissions. The following image shows the five default roles and some of their inherent settings.

Any role that you see that is not listed above is a custom creation. These could have been built during onboarding, or by anyone with account administrator permissions within your company. Custom role permissions can vary.  For questions on your team's custom roles, please reach out to Trella Health Support for assistance. 

 

Administrator - Visibility and Control >> All Users

Bulk Actions

• Mass Update
• Assign Shared Ownership
• Remove Shared Ownership
• Request Ownership
• Remove Me
• Create Records (accounts, contacts, expenses, referrals)
• Merge Records
• Delete Records 

Tools

• Find Duplicate Records
• Find Unassociated Records
• Find Unassigned Records
• Find Records with Inactive Users

Reports

• Approve Ownership Change Report
• All User Calendars
• All Users in Overview, Reports and Views
• Approve Expenses
• Create All Owners view
• All Users in Dashboards, Charts and Stats

Settings (All)

• All tabs and functions of the Settings menu

Other

• Market Data visibility: all
• Export (all records + market data)

 

Region Manager - Visibility and Control >> Assigned Teams/Users

Bulk Actions

• Request Ownership
• Remove Me

Tools*

*available only if role has permission to create/edit records

• Find Duplicate Records
• Find Unassociated Records
• Find Unassigned Records
• Find Records with Inactive Users

Reports

• Approve Ownership Change Report
• Team Calendars
• Teams in Overview, Reports and Views
• Approve Expenses
• Teams in Dashboards, Charts and Stats

Settings (Limited)

• Users
• Unassigned User Management
• Expense Settings
• Contact Ratings
• Tabs

Other

• Market Data visibility: assigned in profile

 

Account Executive - Visibility and Control >> Self

Bulk Actions

• Request Ownership
• Remove Me

Tools

*available only if role has permission to create/edit records

• Find Duplicate Records
• Find Unassociated Records
• Find Unassigned Records
• Find Records with Inactive Users

Reports

• Request Ownership Change Report
• Self only Calendar
• Self in Overview, Reports and Views
• Self only Expenses
• Self in Dashboards, Charts and Stats

Other

• Market Data visibility: assigned in profile

 

Helpdesk Administrator - Visibility and Control >> Hybrid

Bulk Actions

• Request Ownership
• Remove Me

Tools (Self)*

*available only if role has permission to create/edit records

• Find Duplicate Records
• Find Unassociated Records
• Find Unassigned Records
• Find Records with Inactive Users

Reports (Hybrid)

• Approve Ownership Change Report
• Self only Calendar
• Self in Overview, Reports and Views
• Approve Expenses
• Self in Dashboards, Charts and Stats

Settings (Limited)

• Users
• Unassigned User Management
• Expense Settings
• Contact Ratings
• Tabs

Other

• Market Data visibility: assigned in profile

 

Office Manager - Visibility and Control >> Hybrid

Bulk Actions

• Request Ownership
• Remove Me

Tools (Self)*

*available only if role has permission to create/edit records

• Find Duplicate Records
• Find Unassociated Records
• Find Unassigned Records
• Find Records with Inactive Users

Reports (Hybrid)

• Request Ownership Change Report
• Self Only Calendar
• Team in Overview, Reports and Views
• Self Only Expenses
• Team in Dashboards, Charts and Stats

Settings

• None

Other

• Market Data visibility: assigned in profile