Sales Rep Security and Using Sales Rep 2

Granting Sales Rep 2 access to their Sales Appointment is challenging due to how Restriction Rules function. When creating a Restriction Rule, only one rule can apply to each user. If your Restriction Rule is based on the Department = Sales but both Sales Rep 1 and Sales Rep 2 are in the Department = Sales, this rule will apply to both reps. This means that if you have a Restriction Rule setup for both Sales Rep 1 and 2 based on criteria that applies to both of them, whichever rule was activated last will take precedent. This will inadvertently restrict a rep's access to all records that do not meet the criteria of the rule that was last activated.

For detailed instructions on how to create Restriction Rules, see this article. 

To overcome this, there are a few ways to handle allowing Sales Rep 2 access to the information they need. Please review all of the options to determine which would be best for your company to use. If you have further questions, please open a ticket with our support team.

• Scenario 1: Your team only uses a Sales Rep 2 for training purposes
  • You can create a Restriction Rule for Sales Rep 1 using the User's Department = Sales
  • Any time a Sales Rep is in training, you will update their User's Department = Sales Training
  • You can create a Restriction Rule for Sales Rep 2 using the User's Department = Sales Training
  • Additional Requirement: The rep with the Department of Sales Training must always be in the Sales Rep 2 field for this to work. The rep with the Department of Sales must always be in the Sales Rep 1 field for this to work.
  • What can the reps see? Sales Rep 1 would be able to see all Sales Appointments where they are Sales Rep 1. Sales Rep 2 would be able to see all Sales Appointments where they are Sales Rep 2.
  • Note: Once a Sales Rep has completed their training program, update their User's Department to Sales. When their department is updated, they will lose access to those records they were Sales Rep 2 on during their training period.

• Scenario 2: Your team uses Sales Rep 2 for your Inside Sales Team or similar teams outside of your regular Sales Rep team
  • You can create a Restriction Rule for Sales Rep 1 using the User's Department = Sales
  • You can create a Restriction Rule for Sales Rep 2 using the User's Department = Inside Sales
  • Additional Requirement: The rep with the Department of Inside Sales must always be in the Sales Rep 2 field for this to work. The rep with the Department of Sales must always be in the Sales Rep 1 field for this to work.
  • What can the reps see? Sales Rep 1 would be able to see all Sales Appointments where they are Sales Rep 1. Sales Rep 2 would be able to see all Sales Appointments where they are Sales Rep 2.
  • Note: This can also be used for other scenarios where Sales Rep 1 and Sales Rep 2 would be in different Departments.

• Scenario 3: A specific Sales Rep will always be Sales Rep 2
  • You can create a Restriction Rule for Sales Rep 1 using the User's Department = Sales 1
  • You can create a Restriction Rule for Sales Rep 2 using the User's Department = Sales 2
  • Additional Requirement: The rep with the Department of Sales 2 must always be in the Sales Rep 2 field for this to work. The rep with the Department of Sales 1 must always be in the Sales Rep 1 field for this to work.
  • What can the reps see? Sales Rep 1 would be able to see all Sales Appointments where they are Sales Rep 1. Sales Rep 2 would be able to see all Sales Appointments where they are Sales Rep 2.
  • Note: Each rep would always have to be placed in the Sales Rep field that corresponds with their User's Department field. A flow could be created to ensure the Sales Reps are placed in the appropriate Sales Rep field based on their User's Department.

• Scenario 4: Sales Rep 2 accessed appointment information via an Event and/or email (Coming Soon!) 
  • You can create a Restriction Rule for Sales Rep 1 using the User's Department = Sales
  • Sales Rep 2 would view the Sales Appointment's Event on the Staff Calendar and they could see Sales Appointment information in the Staff Appointment Notification Email.
  • What can the reps see? Sales Rep 1 would be able to see all Sales Appointments where they are Sales Rep 1. Sales Rep 2 would only have visibility of the Event.
  • What can the rep edit? Sales Rep 2 would not be able to Result the Sales Appointment or edit it. Sales Rep 2 would have access to the Event to see the date and time of the appointment. 
  • Note: Our product team is currently working on this functionality and we do not currently have an ETA for its release. Your team could build a flow for this in the meantime. If you do decide to build a flow yourself, keep up with our release notes so you can deactivate this once our functionality is completed.

• Scenario 5: Grant Sales Reps Access to all records below the Account
  
  • Use a flow to update Sales Rep 1 as the Owner of the Account.
  • Manually Share or create a Sharing Rule in a flow to allow Sales Rep 2 access to the Account
  • Make sure the Account is marked Private in Sharing Settings and their Profile does not have "View All" Sales Appointments Checked. Any other Profiles that should see all Accounts will need "View All" and "Modify All" on the Account.
  • What can the reps see? Both Sales Rep 1 and Sales Rep 2 would see all Sales Appointments below each Account they have access to. They would also both be able to see all child records of the Account (ex. Sale, Project, Project Activity)
  • Note: improveit 360 does not recommend this method of sharing as it opens up more access than is necessary. When subsequent Sales Appointments and records downstream of the Account are created, the Account's Owner and any Sales Rep who have been shared with will have access to those records.