Setting up Your Firm’s Users and Managing Users Follow
This guide provides step-by-step instructions for creating and managing user accounts within your firm's CRM. With customizable user permissions, you can control user access to leads and cases by assigning permissions based on specific case types, marketing sources, or granting full access to all leads. This is especially useful for firms with separate intake teams, ensuring that users only see relevant information. This also is an added precaution to secure the assets of your firm by walling off different departments in their own compartment by docket, if you choose to assign rights in this fashion.
⚠️ Note: Only users with administrative rights can perform the actions described in this article.
Viewing Active Users and Number of Licenses
Managing Existing User Accounts
Reassigning or Removing User Accounts
From the main navigation menu on the left, select "Setup".
Next, click on "Manage Users".
Viewing Active Users and Number of Licenses
Under the All Users section at the top of the screen, you can view your CRM's active users and total user licenses. This section is also where you can see the details of each active user account.
💡 Please note: When you deactivate a user account, the number of total user licenses is not decreased. If you'd like to deactivate a user account and have the total number of licenses decreased to match the number of active users, please contact your account manager or the support team.
Adding Licenses
Before creating a new user account, you may need to increase the number of available licenses in your CRM. To increase the number of licenses, scroll down to the "User Management" section, and click the Purchase Additional User(s) button. If this button is not available, that means your CRM has at least one available license.
Next, in the pop-up that appears, enter the number of licenses you need and click the "Purchase" button.
You are now ready to create your user accounts!
Adding New User Accounts
To create a new user account, click the "Add New User" button located in the upper-right corner of the Manage Users screen.
A new screen will open for you to enter the new user's information. Complete the required fields marked with a red asterisk *
Be sure to click the "Create User" button at the bottom of the screen to finalize.
Managing Existing User Accounts
Editing User Information
Under the All Users section in the Manage Users screen, you can edit a user's information such as name, email address, phone numbers, job title, and more. To make changes, click the pencil icon next to the user's name.
User Management & Permissions
To modify user permissions, go to Setup > Manage Users > User Management. Here, you can control access levels for each user, ensuring they have the appropriate permissions for their role.
Below is a breakdown of the available user permissions and what they control:
Access to Leads and Cases
- All Leads: Grants the user access to all leads and cases in the CRM.
- Leads by Case: Restricts the user access to only leads/cases in specific case types. Users will only see records within the case types selected for them.
- Leads by Source: Restricts the user access to only leads/cases from selected marketing sources.
- Leads Assigned: Restricts the user access to only leads/cases where they are set as the “Assignee”.
Editing and Deleting Permissions
- Edit Rights: Allows the user to make edits to the records they can see. For example, adding notes, booking appointments, making changes to an intake form, and more.
- Delete Rights: Allows the user to delete things in the CRM such as records, notes, tasks, documents, and more.
Administrative and High-Level Access Permissions
- Admin Rights: Gives the user full access to all of the advanced settings in the CRM. With this permission, the user will be able to view and access all pages within the “Setup” menu.
- Command Center: Allows the user to access the “Automations” and “Email Marketing” options on the main menu. The user will be able to view, create, and edit automations and email blasts.
- Reports: Allows the user to access the “Reports” option on the main menu. The user will be able to run and download any of the different reports available in the CRM.
- Firm: Allows the user to access the “Manage Referral Firms” page where they can view and edit any existing referral firms as well as create new ones.
- Send Referral: Allows the user to send out leads/cases as referrals from the CRM.
Sensitive Information Access
- View SSN/EIN: Allows the user to see Social Security numbers and employee ID numbers. Without this permission, the user will only be able to see the last four digits of the Social Security and employee ID numbers.
- Edit SSN/EIN: Allows the user to make changes to Social Security numbers and employee ID numbers.
Call Center Dialer Permissions
- Use Call Center Dialer: Allows the user to access the softphone dialer. The user will be available for transfer calls only and will be able to make manual outbound calls.
- Call Center Agent: Allows the user to be an agent that is part of the inbound and scheduled outbound call queues, and to make manual outbound calls.
- Show Inbound Only Toggle: Adds a toggle in the dialer that allows the user to be available only for inbound calls. When the toggle is turned on, the user will not be presented with calls from the outbound call queues.
- View All Agents: Allows the user to view all of the agents that are enabled to use the dialer, directly from the CRM's softphone dialer by clicking the Agents button, and their current dialer status.
- Edit Agent Status: Allows the user to edit the dialer status of other dialer users.
- Call Monitoring: Allows the user to monitor live calls that another agent is on.
Exporting Data
- Export Contacts/Inbox: Allows the user to export a full contacts list and related contacts list from the Contacts page in the CRM, as well as the full list of records from the inbox.
💡 Important: After making any permission changes in User Management, be sure to click the "Save" button that will appear in the upper-right corner of the section. Also, after updating the permissions of a user account, please ask the user to log out of the CRM completely and then log back in so they can see the changes take effect.
Additional User Permissions
Additional permissions are also available when editing a user account from the All Users section:
Below is a breakdown of each additional user permission:
Legal and Billing Settings (Only Applicable to Law Ruler Cases)
- Is this user an Attorney? If using Law Ruler's Cases Module, this setting designates a user as an attorney, allowing them to be assigned cases and bill for time.
- Does this user bill for their time? Enables the user to be selected from a dropdown when creating Time Entries.
- Is this user enabled for Accounting? Grants access to accounting-related pages, including Bank Accounts, Billing Settings, and the Bank Transactions section inside customer records.
Task and Activity Management
- View All Newsfeed: Allows a non-admin user to view activity for all users in the Newsfeed. Without this permission, non-admin users can only see their own activity.
- View All Tasks: Allows a non-admin user to view tasks assigned to any user on the All Tasks page. Without this permission, non-admin users can only view their own tasks and tasks assigned on records they have access to.
- Assign Tasks: Allows the user to assign tasks to other users in the CRM. Without this permission, the user can assign tasks to themselves.
Customization and Editing Permissions
- Allow editing of System Categories: Grants non-admin users the ability to create, edit, or delete System Categories and Key Dates.
- Allow Editing of E-Signs: Allows non-admin users to access the E-Sign Settings page, where they can create, edit, or delete e-sign documents.
Marketing Source Permissions
- Allow editing Lead Source: Allows the user to edit the Marketing Source field in a customer record. If this permission is not selected, the Marketing Source is in a view-only mode for the user.
- Allow viewing Lead Source: Allows the user to view the Marketing Source field in a customer record. If this permission is not selected, the Marketing Source will be hidden.
General Settings
- Show the Get Started Tutorial: Enables the interactive Get Started tutorial to guide new users through the system.
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Time Zone: Sets the user's specific time zone within the CRM.
Reassigning or Removing User Accounts
If you ever need to remove a user account, you will have two options:
1. Reassign the user account to someone else
2. Deactivate the user account
To reassign a user account, go to the All Users section, and click the circular arrow icon next to the pencil. Please note that by reassigning a user account, the original user's information will be deactivated and any leads, cases, or tasks will be reassigned to the new user.
To deactivate an account without reassignment of the user's leads, cases, and tasks, click the trash bin icon.
Reactivating User Accounts
A deactivated user account can be restored as long as your CRM has an available user license.
To view deactivated users, enable the "Show Deactivated users" toggle located in the upper-right corner of the All Users section.
Next, find the user account you wish to reactivate and click the arrows icon to restore the account.
💡 Please note: It's always recommended to restore a deactivated user account instead of creating a new account for the same person.
Deprecated Features
The following are deprecated features as of 02/28/2022.
These legacy features are no longer supported:
Creating and Editing Groups
To create a new group in your portal, click on the "Add New Group" button located in the upper-right corner of the page.
A pop-up will come up where you will be able to give your group a name and choose the members of the group. Currently, up to 5 users can be part of one group.
To edit and make changes to an existing group, click on the “Edit” option located to the left of the group name. If you’d like to delete a group, click on the “Delete” option.
Support/Assistance
If you need further assistance with your CRM system, please reach out to the support team.
🤗 Thank you very much for choosing CRM!