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User Roles Detail

User roles in Salesforce define the level of access and permissions that users have within the system. Each role is tailored to specific job functions and responsibilities, ensuring that users can perform their tasks effectively while maintaining data security and integrity. This document provides an overview of the key user roles within the AANP Salesforce environment, including their access levels, typical responsibilities, and primary tools used.

1. System Administrator (Sys Admin)​

  • Access Level: Full Access
  • Description: System Admins have unrestricted access to all Salesforce features, configurations, and data. They are responsible for managing the system, creating customizations, setting up user permissions, and ensuring data integrity across all Salesforce clouds.
  • Typical Responsibilities:
    • Configure and customize Salesforce to meet organizational needs.
    • Manage data, users, and security settings.
    • Create custom objects, fields, and automation workflows.
    • Manage integrations (e.g., with MuleSoft and external systems).

2. Membership Staff​

  • Access Level: High Access (focused on member management)
  • Description: Membership staff handle day-to-day member interactions, including managing membership renewals, processing payments, and updating member data. They primarily use Sales Cloud, Service Cloud, and the Experience Cloud for member portal management.
  • Typical Responsibilities:
    • Access member data, renewals, and payment information.
    • Use Commerce Cloud for membership e-commerce transactions.
    • Manage member profiles and respond to membership-related queries.
    • Help manage the member portal in Experience Cloud.

3. Marketing Staff​

  • Access Level: Moderate Access (focused on marketing and communications)
  • Description: Marketing staff manage promotional campaigns and member outreach using Marketing Cloud. They have access to tools like Einstein Engagement Scoring, email campaigns, and SMS messaging.
  • Typical Responsibilities:
    • Create and send marketing campaigns (email, SMS).
    • Use AI-driven insights for targeted outreach.
    • Monitor campaign performance through Marketing Cloud dashboards.
    • Collaborate with Membership Staff for personalized member communication.

4. Support Staff (Membership Support)​

  • Access Level: Moderate Access (focused on member-related tasks)
  • Description: Support staff assist members with questions, primarily via phone or email. They access membership data, Accounts (person and business), and the activity history for each account to support member requests and daily tasks. While Service Cloud is available for case management, they do not initially use Cases to assist members.
  • Primary Tools: Sales Cloud for viewing and managing Accounts, Service Cloud for submitting internal requests.
  • Typical Responsibilities:
    • Assist members with questions related to memberships, renewals, or account information.
    • Access and review member and business accounts, including activity history.
    • Provide support over phone or email.
    • Submit internal service requests for processes such as IT support or equipment needs via Service Cloud.

5. Helpdesk Support​

  • Access Level: Moderate Access (focused on internal IT support)
  • Description: Helpdesk support staff manage internal service requests for AANP staff, such as IT assistance, software training, or equipment needs (e.g., new monitors). They use Service Cloud for managing internal requests and have read-only access to other areas (Sales, Marketing, Membership) to view relevant data when supporting staff requests.
  • Primary Tools: Service Cloud for managing internal cases, read-only access to Sales Cloud, Marketing Cloud, and Experience Cloud.
  • Typical Responsibilities:
    • Manage internal support cases, such as IT requests or training needs.
    • Track the status of requests through Service Cloud.
    • View (but not edit) data in other areas to assist with staff inquiries.

6. Temporary Staff​

  • Access Level: Limited Access
  • Description: Temporary staff are granted limited, task-specific access to Salesforce. This may include viewing certain data or performing specific tasks under supervision, depending on their assignment.
  • Typical Responsibilities:
    • Access limited data for administrative or project-specific tasks.
    • Assist Membership or Marketing staff with basic data entry or project support.
    • Limited ability to modify or interact with critical data.