A first step in defining your processes and customizing the system is to consider the different types of users who will be using the application and the access they will need.

Users in Agiloft belong simultaneously to both groups and teams. A user can belong to multiple groups and receive the superset of those groups' permissions, and to a primary team with additional teams. A user's access to the system – the tables, tabs, records, and fields they see, as well as records they can create or edit and menu actions they can perform - depends on group memberships. It is possible to create as many groups as you need, but from a maintenance perspective it is preferable to keep the number of groups small.

A user's primary team determines what look and feel scheme they see – so customers on different teams can see differently branded interfaces with different logos and colors. Staff Teams are generally used to define functional groups to whom tickets will be assigned and emails sent.

In brief, groups determine the content of what members see. End user teams determine look and feel, while staff teams also define working units.

The next sections describes the different sets of users and the default breakdown of users into groups and teams.