As an administrator in CRM, you're responsible for managing user access, maintaining system security, and monitoring platform activity across your organisation. Understanding the user management and administrative log tools will help you keep the system running smoothly and ensure your team has the right access.
This guide covers the key tasks you need to carry out to get set up and support your team effectively.
Log in for the first time
To access the CRM, navigate to your login URL and sign in with your account credentials.
Navigate to your CRM login URL, provided during onboarding, and enter your username and password.
Click Log In, usernames are not case-sensitive.
Set up two-factor authentication (2FA) by clicking your username in the top-right corner, then clicking Authentication Settings.
Choose email authentication (default) or mobile app authentication using Authy, Duo, Google Authenticator, or Microsoft Authenticator.
Reset your password at any time using the Forgot Password link on the login screen.
🤓 Tip: Mobile app authentication is recommended for stronger account security, as it uses a separate device that only you can access.
Create and manage user accounts
The CRM uses role-based access control to ensure each user has access appropriate to their responsibilities. Once roles are set up, you can create accounts and assign the right roles to each team member.
Create a new user profile via Security, then User Profile, entering the user's name, email address, and any additional fields required by your organisation.
Select one or more existing roles for each user, users receive the combined permissions of all assigned roles.
Select the Active checkbox to allow the user to log in immediately after the account is created.
Deactivate users who no longer need access rather than deleting them, to preserve system auditability.
Guide users to reset their own password via the Forgot Password link, administrators cannot change a user's password directly.
📌 Note: Clients cannot create or modify roles. Role creation and modification are performed exclusively by the SHR support team. Contact [email protected] to request new or modified roles.
Monitor system activity
The CRM's administrative logs give you full visibility into system activity, user actions, and campaign processing, helping you troubleshoot issues and verify that tasks are running as expected.
Use the Guest Log to track guest sign-ups, profile updates, tier changes, merges, and marketing consent changes across your entire guest database.
Use the Segment Activity Log to verify that segments are refreshing successfully and to troubleshoot any refresh failures.
Use the Email Activity Log to monitor campaign email processing, track batch send status, and identify delivery issues.
Use the System Log to review operations across the admin portal, guest portal, and REST API, accessible from the left navigation menu.
Access the Profile Audit Log directly from within an individual guest profile for a focused view of that guest's activity history.