How to Add Users

In the Free Edition, you can add up to 3 users. The purchased user licenses determine the number of users you can add in other Editions. 

1. Log in to Zoho CRM with the Administrator profile. (Any user with Manage Users permission enabled in their profile can add users).
2. Setup > Users & Control > Users.
3. On the Users page, click +Add New User (If you do not have an available user license, you will be prompted to purchase more).
4. In the Add New User page, enter these details:

4. First and Last Name: The last name is mandatory.
5. Email: Enter the user's email address that is not associated with another Zoho CRM account (an invitation will then be sent to this email).
6. Role: Choose the part of the user in your organization's role hierarchy.
7. Profile: Choose the profile that defines the user's access within your account. 
8. Territory: Assign a territory for the user (Only an option is Territories are enabled)

5. Click Save

The system sends an invitation to the email address provided. When the user accepts the invitation, the status of the user will change to Confirmed.

How to Modify Users

When you add a user, you will specify their name, email address, role, and profile details. You can add the user's other information such as phone numbers, address, photo, fax, website, date of birth, language, etc., later, when you need it. The user can also update this information independently under the Personal Settings (see chapter 1). 

1. Go to Setup > Users & Control > Users
2. On the Users page, select the user from the list to modify the user details or add more information.
3. On the User's Details page, click Edit for the section in which you want to modify. You can provide the following information:

6. Phone, Mobile, Website, Fax, and Date of Birth
7. Address Information
8. Language: Set the language for the user's account.
9. Country Locale: Select the user's primary country.
10. Date Pattern: Select the preferred pattern of the date from the list of available options. (The date pattern will be populated based on the user's country locale, which can be changed based on the individual's preference).
11. Time Format: Choose between 12-hour or 24-hour.
12. Time Zone: The preferred time zone for the user's account.

4. Click Save

How to Re-Invite Users

If the invitation is not accepted within seven days, the administrator will need to resend the invitation. These users will be listed under Unconfirmed Users. If this user is deactivated, you will need to re-activate them first.

1. Setup > Users & Control > Users.
2. On the Users page, select the required user in the User's Details section click Re-invite. 
3. Alternatively, you can go to the Unconfirmed Users and select the user you wish to re-invite. Another invite email will be sent to the user's email address.

Points to Consider When Adding Users

3. The System Super Admin must verify the Zoho CRM account before inviting any users.
4. The user will accept the invitation by clicking the link in the email invitation within seven days of receiving it.
5. While adding a user to your account, if the user's email address is already registered with a Zoho account, you will not be able to register it with another Zoho Account.

4. Ensure the user hasn’t set up a “free account” by trying to log in before being invited. If this is the case, the user will need to delete that account, and you’ll need to resend the invite (This occurs often).
5. Request the user to delete the registration with the existing CRM account and then add them to your account.
6. Request the user to migrate his/her account to your organization's CRM account.
7. Simplest Solution: Add the user with a unique email address.

Adding Users: Troubleshooting Scenarios

Activating and Deactivating Users

Sometimes, users' position changes or they may move to different business departments, such as transferring from Marketing to Sales. You’ll likely want to deactivate those users after transferring the records to other users in such cases. Note that deactivating a user is different from deleting a user. 

When you deactivate a user:

5. The user will no longer be able to access the CRM account, as no one will log into the service using the deactivated ID.
6. You are free to use the user license to add a new user. 
7. The license is not canceled; the number of user licenses you have purchased remains the same, and you will be billed accordingly.
8. You can find the users under Deactivated Users.
9. If you decide to activate the user again, you can re-invite the deactivated user.

How to Activate a User

1. Setup > Users & Control > Users.
2. In the Users page, select the Inactive Users view from the drop-down
3. In the Inactive Users section, choose the checkbox next to the users that you wish to activate.
4. Click Activate. The user will be activated, and an email will be sent to the user.

How to Deactivate a User

1. Setup > Users & Control > Users.
2. On the Users page, select the Active Users view.
3. In the Active Users section, choose the checkbox next to the users that you wish to deactivate.
4. Click Deactivate. The user will then be deactivated, and an email will be sent to the user.

Deleting and Transferring Users

You may have to delete a user from the CRM account when they discontinue working with the organization or are transferred to a different team or project that doesn’t access or use the CRM.

Before deleting the user, you must transfer the records they own and assign them to other users. 

Points to Remember

4. Only the super admin can delete a user.
5. If the deleted user has integrated any additional applications with the CRM account, those integrations will be disabled.
6. Deleting a user is not the same as closing their Zoho account. If you need to reduce user licenses, refer to subscriptions.
7. The deleted user's name will still be displayed in the user lookup and co-owner fields in a record. 

Group Management

With Groups, you can create different types of groups (set of users) to manage a collection of records.

Groups are used to organize users in similar groups, such as sales and support teams.

Users from a specific group can access the records shared and perform the necessary operations on the records.

You can manage groups with these combinations:

4. Users
5. Roles
6. Roles & Subordinates: All the users related to the roles and their subordinate roles.
7. Sub-groups: Users belonging to a particular group can become members of the new group.

How to Create Groups

1. Go to Setup > Users & Control > Users > Groups.
2. In the Groups section, click + New Group.
3. On the New Group page, update the following:

1. In the Group Details section, update the Group Name and Description.
2. In the Group Source section, choose the group members. (You can select users, roles, roles & subordinates, and different groups as members of the new group).

4. Click Save.

How to Assign Users to Groups

When creating a new group, you can associate members with the group or add users later. It is possible to assign users to multiple groups, and they can access data pending the permissions in their profile and sharing rules.

1. Setup > Users & Control > Groups.
2. In the Groups section, select the group to which you wish to assign users.
3. On the Group Details page, click Edit.
4. Under Group Sources, select the Group Source Type - You can select users, roles, roles & subordinates, and different groups as members of the new group.
5. Click Save.

How to Edit Groups

After creating a group, you can update the group name and group members as your group requirements change.

    

1. Go to Setup > Users & Control > Groups.
2. On the Groups List page, you can see the list of Groups you have added.
3. On the Public Groups List page, click on the Edit button against the group you want to edit.
4. On the Edit Group page, update the following:

1. In the Group Details section, Group Name and Description.
2. In the Group Source section, select the group members.
   You can change the users, roles, roles & subordinates, and different groups as members of the new group.

5. Click Save.

How to Delete Groups

Periodically you may consider cleaning up the outdated or unwanted groups. While deleting, all the data-sharing rules will be calculated automatically, updating the changes, so you won't need to recalculate them.

1. Go to Setup > Users & Control > Groups.
2. On the Groups page, the list of group names will be available.

Click Delete.