The everyday problem
Access permissions determine what a user may do, but they do not automatically create a usable workflow. Two roles may need different context, queues, and next actions even when they can see the same records. A platform evaluation should consider both access and usability.
A practical approach
Test common tasks from the perspective of each role. Confirm that users can find their work, understand its state, and hand it off appropriately. Review how role changes and temporary coverage are managed without turning shared accounts into an operating habit.
Try this with your team
Choose two roles and walk through the same fictional case. Record the information and actions each role needs at every stage.