Hey all,

Well here is my dilemma; I am looking at SugarCRM to resolve some Customer Management issues. We have an expansive database of customers we are looking to use Sugar as the main interface for all aspect of our business, starting with our CSRs. We need these employees to have access to all the records to be able to answer questions in regards to the customers’ accounts. Now within that we need to assign records to different departments i.e. service issues to our tech team or billing issues to accounting. Now I have resolved the editing and modification of these records using the Roles within Sugar. The issue is with assigning items to groups of individuals without removing the access to the CSRs.

Now here is one step I have taken to resolve this issue:
TeamOS - with this possible solution I have been able to assign items to a group of individuals but remove the access to the CSRs for inquiry.

Now I guess we could have one login for all the CSR's or the other teams but that would remove the tracking abilities that we would benefit from the individual logins.

Well I think that pretty much covers my current dilemma and hopefully I will be able to get some leads on some form of a solution.

Thanks in advance.