In short: Build your teams and departments to match how your sales organization actually works. Give each person one clear role, at the lowest access level that lets them do their job, and keep admin access to a few people. Add new users with the right team and data connection, and deactivate people who leave instead of deleting them.
Who this is for and when to use it
This guide is for Company Administrators and others who manage users and access in SalesScreen. Use it when you set up a new account, add a new team, or clean up an account that has grown messy. For what each role can do, see Description of different user accesses.
Applies to:
Company Administrators and User Administrators can create and deactivate users. User Administrators can only do this in their assigned teams.
Account Owners can add licenses.
The Manager role requires Scale, Pro or Enterprise. Departments require Pro or Enterprise.
Build your teams to match how your sales organization works
Dashboards, competitions and leaderboards are only relevant when the team structure matches reality, for example by team, region, segment or role. If everyone is in one big group, managers can’t see their own team’s results, and competitions mix people who shouldn’t compete against each other. On Pro and Enterprise, you can group teams into departments.
Set up the structure before you add many users. It’s much easier to build it right from the start than to reorganize later.
To set this up, see:
Examples:
Good example: The company sets up an SDR team, an Account Executive team and three regional teams. Dashboards and competitions map directly onto how they work.
Bad example: Everyone is in one team. Managers can’t isolate their own team’s performance, and nothing feels relevant to anyone.
Give each person one clear role, at the lowest level that does the job
A user’s role decides what they can do. Most people should have one clear role:
Regular User for most reps. They see the feed, dashboards and the competitions they take part in, but can’t create competitions or access Manage.
Manager for team leaders. A Manager is scoped to their own teams, departments or the whole company, and can run competitions, missions and targets for the people they manage.
A module-specific administrator role for people who own one area, such as Screen Administrator, Target Administrator, Reward Administrator or Competition Administrator.
A Supporter license for people who only need to follow results. It’s a free, read-only license type, not a role.
If Managers need to manage dashboards, manage screen content or approve rewards, turn on those permissions under Manage → Settings → Privacy instead of making them Company Administrators.
To change a user’s role, see How do I change a user’s access in SalesScreen?
Examples:
Good example: Team leaders are Managers for their own teams, the person responsible for office TVs is a Screen Administrator, and reps are Regular Users.
Bad example: Everyone is a Company Administrator “to keep it simple”. Reps can change company settings and other people’s setup, and nobody knows who changed what.
Keep admin access rare, and agree who owns what
Company Administrators, Account Owners and Executive Administrators have broad access, so keep these roles to a small group of trusted people. Review who has admin and Manager access regularly, for example every quarter, and remove access that’s no longer needed. For extra security, turn on single sign-on or two-factor authentication. See:
Agree and document who owns what, for example:
who manages users and roles
who defines metrics
who owns the data integration
who creates competitions
Also agree how changes are made. The more teams you add, the more this matters.
Good example: The company has three named admins. Admins manage users and integrations, Managers create competitions for their own teams, and RevOps owns metric definitions. Access is reviewed every quarter.
Bad example: Nobody knows how many admins there are. Former managers still have elevated access months after changing roles, and duplicate metrics pile up.
Add new users with the right team and data connection
A new user only gets value from day one if they land in the right place. When you add someone:
Choose the correct team, so they appear in the right dashboards and competitions.
Give them the right role.
Check that their data is connected. A user you create manually isn’t automatically linked to your CRM or other integrations, so their activity may not sync. Import users from the connected system, or map the user afterwards.
Send their login information with Email login information, and ask them to check their spam folder if it doesn’t arrive.
Help them set up their profile, nickname and celebration.
For setup, see:
Examples:
Good example: A new SDR is imported from the CRM into the SDR team, appears in the team’s competition the same day, and sets up a celebration video.
Bad example: A new hire is created manually with no mapping. Their calls never show up, they appear at zero on every leaderboard, and they decide SalesScreen “isn’t for them”.
Deactivate people who leave, instead of deleting them
When someone leaves, deactivate them. Deactivating removes their access but keeps their historical results, so team totals, reports and past competitions stay correct. It also frees up their license. If you need to remove their personal data, deactivate the user and then anonymize them.
Before someone leaves or changes role:
If they’re synced from an integration such as Azure, a CRM or the API, also remove or disable them in the source system. Otherwise the next sync may add them back.
If they’re a Manager, remember that Managers can only edit competitions they created themselves. Ask an admin to take over any active competitions.
When someone changes role, for example from rep to Manager, update their role and Manager access so their access matches the new job.
See:
Examples:
Good example: A manager leaves. The admin hands their active competitions over, deactivates them on their last day and removes them from the CRM sync group. Their results stay in last quarter’s reports.
Bad example: A manager is deleted immediately. Their history disappears from reports, and the team’s running competition is left without anyone who can edit it.
Example: Setting up access for a new rollout
Reps are Regular Users.
Team leaders are Managers for their own teams.
The person responsible for office TVs is a Screen Administrator, and the person who owns targets is a Target Administrator.
One operations lead is a Company Administrator, and the contract owner is the Account Owner.
Leadership who only follow results get Supporter licenses.
Example: Planning licenses for growth
Only active users count towards your licenses. Every quarter, the admin deactivates people who have left so their licenses can be reused. Ahead of a planned expansion to new teams, they raise license needs with their Customer Success Manager in the quarterly business review (QBR), and the Account Owner adds licenses.
Common problems
A user can’t see what they should
Check their role, their team, and the company-wide privacy settings under Manage → Settings → Privacy. Regular Users only see competitions they take part in. See How do I fix common access and permission issues in SalesScreen?
A new user is created as Pending
There are no available licenses. Deactivate users who have left, or ask your Account Owner to add licenses. Pending users who aren’t activated within 2 weeks are deactivated automatically. See:
A new user’s data isn’t showing
The user is probably not mapped to your integration. Map the user. Only new data syncs after mapping, so contact Support if you need historical data imported. See How do I map SalesScreen users to external users?
A deactivated user keeps coming back
An integration is probably importing them again. See Why does a deactivated user keep coming back?
Get help applying this
For help with strategy and getting more value from SalesScreen, reach out to your Customer Success Manager, or contact us in the chat if you don’t have one. For smaller fixes and questions, contact support in the chat.