User Permissions Guide

Modified on Wed, 07 Feb 2024 at 04:52 PM

Purpose

When creating new user accounts in SupportLogic, you may need to plan out what users should and should not have access to in the system. This article provides a summary for each of the on / off toggles within the Control Center > User Management page.

Summary

Use this guide to gain a better understanding of the implications for each of the permissions that you can turn on or off for each user within SupportLogic.


Manage Users Permissions

Managing Users under the Control Center


This article compliments the Manage Users article that walks through the process of creating user accounts in SupportLogic. The tables below group each of the columns within Control Center > Manage User page and provides a comprehensive description of the feature, targeted users that would have access to it, what is a general default value, impacts and/or dependencies, and UI images, in some cases.


Keep in mind that the tables below should serve as a general guide. During your implementation of SupportLogic, your organization may have made decisions that override the "default" values indicated below. Please always refer back to your implementation team and/or reach out to your Customer Success Manager if you have questions for your specific implementation.


The tables are grouped into three categories:


  • General User Functions - applies to most users of SupportLogic
  • Administrative Functions - features that should normally be reserved for administrators of SupportLogic
  • Agent Coaching and Evaluations - features and permissions for Quality Monitoring





General User Functions

Permissions under this section normally apply to general users of SupportLogic and enable capabilities within the application, such as providing feedback to train the machine learning engine or manage escalations.



Permissions ColumnPage or Module Permission Applies ToDescriptionDefault ValueImpacts / Use Case
Dashboard AccessGlobalEnables users to view all modules and pages defined for a dashboard that has been configured for your organization during your implementation. Dashboards are only configurable by your SupportLogic SA or CSM. Please reach out to your CSM.This switch should be on for all users. As new modules and interfaces are developed, there may be times when you provide limited access views to specific users (Agents, Mobile Users, etc.)When switched off for a use only the Backlog module is visible.
Manage EscalationsEscalations, Console, Support HubEnables a user to approve, delay or dismiss escalation predictions either in the Escalations module or in the SupportHub view of a case.Any user that needs to make decisions on how to handle escalations should have this feature turned on.This is an important feature for anyone making decisions on case escalations, assignments and managing case queues.
Train MLConsole, Backlog, Support HubEnables users to provide feedback on sentiment and attention detected by the SupportLogic machine learning algorithm to indicate if the sentiment is correctly identified or not.This feature should be on for anyone that works in SupportLogic and is responsible for routing cases, evaluating escalations, reviewing the details of cases in order to make decisions based on customer sentiment and attention signals detected.This feature might always be turned on but is most critical at the beginning of your implementation as you are training the AI server on how to best detect sentiments expressed by your customers.
Acknowledge SentimentConsole, Backlog, Support HubEnables users to acknowledge detected sentiments and indicate to other managers that they have reviewed this case.Should be on for most managers in SupportLogic as it allows for them to indicate, in Console for example) that they have reviewed a case that may need attention and indicate to other managers that they have already taken action on the particular case.If disabled, Support and Escalation Managers may get confused as to whether or not actions have been taken on one case or another.
Manage EventsAnalytics, Keywords and TrendsEnables users to create and set events in the Keywords and Trends Analytics tool.Within Keywords and Trends, users can create events that correlate to a sharp increase / declineAllows to track events that may or may not have impacted case volume, escalations, etc.
Edit CaseSupport HubEnables users to create and edit Case comments and any case fields that have been configured to be editable in SupportLogic under Control Center > Settings.Any user responsible for managing cases, performing case assignments, or managing escalations should have this feature turned on.Case field changes must be configured in Control Center > Settings in order for case fields to be editable by users even with this turned on. Additionally, this allows for notes to be tracked by the entire team of agents or engineers over the course of open to resolution.
Edit CustomerSupport Hub, Customer Insights, Customer FavoritesEnables users to add / edit Customer notes.Any user that may need to make notes that are visible to anyone working with a case or customer should have access to this feature.This feature can serve as a mechanism for CSMs to communicate with Support whenever they are addressing the needs of a particular customer.

Additional notes about a customer can be recorded on specific issues or challenges facing a customer that may be outside of the case itself.
Create Virtual AccountsVirtual Accounts, Global Filters, Console, Escalations, Favorite Customers, AnalyticsEnables users to create global Virtual Accounts (available for all users to leverage).Defaults to 'not enabled' for new users.This feature should be limited to those users who are familiar with the needs of your Support Organization's customer classifications and/or grouped based on your support structure.
Delete Virtual AccountsVirtual Accounts, Global Filters, Console, Escalations, Favorite Customers, Analytics
Enables users to delete global Virtual Accounts regardless of who created it.
Defaults to 'not enabled' for new users.
This feature should be limited to those users who are familiar with the needs of your Support Organization's customer classifications and/or grouped based on your support structure.
Create Virtual TeamsVirtual Teams, Global Filters, Console, Escalations, Agent Insights, Evaluations, Analytics
Enables users to create global Virtual Teams (available for all users to leverage).Defaults to 'not enabled' for new users.
This feature should be limited to those users who are familiar with the needs of your Support Organization team structure and how Support Managers might need to organize agents / engineers.
Delete Virtual TeamsVirtual Teams, Global Filters, Console, Escalations, Agent Insights, Evaluations, Analytics

Enables users to delete global Virtual Teams regardless of who created it.
Defaults to 'not enabled' for new users.
This feature should be limited to those users who are familiar with the needs of your Support Organization team structure and how Support Managers might need to organize agents / engineers.

Personal AlertsMy AlertsEnables users to define, activate / deactivate Alerts.Any user that may need to configure notifications based on a specific account support incidents, customer sentiments or need for attention, for example.Alerts may be defined by Support Operations or individually by each user if this feature is turned on. When off, users can be "alerted" based on a standard alert criteria defined by management or Support Operations.
Shared AlertsMy AlertsEnables users to create Alerts that notify users other than themselves as recipients.Any user that may need to configure notifications for other team members or include others in their organization.Same scope as 'Personal Alerts' but adds the ability for users to include members of their organization even if they do not have Administrative permissions in SupportLogic.
OOO eventsAgent InsightsEnables users to create calendar entries indicating that an agent or engineer is out of the office for scheduling purposes.Within Agent Insights, managers have the ability to mark an Agent as Out of Office on the agent's calendar if this feature is turned on.This feature does not limit the ability to only agents that report to this manager, but provides access to enter OOO time for ANY agent in the system.
Health ScoreGlobalIf enabled, users will be able to review the Customer Health Score on Support Hub and within Customer InsightsIf you have Customer Health Score enabled, this should be turned on for all users.SupportLogic’s customer health indicator leverages 5 key elements:
Customer Engagement trends
Escalations - volume and trends
Customer Sentiment
Support Quality
Product Complexity and Quality
Manage ShiftsCase Assignments, Support Hub and Auto AssignmentIf enabled, users can create Shifts and assign agents to them within Case Assignment. They can also define working hours and assignment hoursIf you have Shifts available, it is recommended that you turn this feature on for anyone who is responsible for assigning cases, managing agents | engineers, or operationally responsible for defining available working hours.Impacts case assignment, and one of the criteria used to determine the right agent in Auto Assign of cases.




Administrator Functions

Permissions in this table normally are reserved for those users who have an administrative function within SupportLogic. Examples might be team members within Support Operations responsible for maintaining user accounts and configuring integrations with other systems and running reports on product usage.

Permissions ColumnPage or Module Permission Applies ToDescriptionDefault ValueImpacts / Use Case
User ProfileGlobalSet a User's Profile and/or Customize your organization's profile access
to modules.
N/A - each organization can define what their default values are for User Profiles. See the Managing Users article for more detail on creating profiles.User Profiles can both change which modules they see in SupportLogic as well as the scope of cases visible within each module.
Add/Remove UsersControl Center > Manager UsersEnables an administrator to invite or delete
user accounts
This feature should be reserved for admins or Support Operations users responsible for creating users under Control Center > Manage UsersThis feature should only be given to those responsible for user management of SupportLogic.
Create/Edit User ProfilesGlobalEnables an administrator to create and/or edit user profilesThis feature should be reserved for admins or Support Operations users responsible for creating user profiles under Settings > User ProfilesAccess to this feature is dependent on the Settings feature turned on for this user.
SettingsControl Center > SettingsProvides access to access, review and change anything under Control Center > SettingsThis should be off for most users in SupportLogic as it provides access to make configuration changes that impact all users of the system, how SupportLogic connects with your CRM, user permissions, and access to modules and features for the entire organization.WARNING: this should be limited to only users that are familiar with the SupportLogic interface and understand the implications of making changes to site-wide configurations.
View User EngagementUser EngagementProvides access to run reports under Control Center > User Engagement that track sign-in and activity in SupportLogic including individual Sentiment Acknowledgment, Escalation feedback, Swarming Users by Role and Profile over a specified time period.This should be off for most users in SupportLogic as it provides access to review product usage of anyone in the system. Specific administrators or Support Operations team members responsible for running reports on usage, tracking adoption, etc. would need access to this.The statistics available are best used as a guide to review general usage trends as this tool is not intended to serve as tracking of individual user behavior in the system.
Customize LabelsGlobalEnables users (normally admins) to modify the labels for for Agents, Customers, and other labels throughout the user interface.This feature should be reserved for admins or Support Operations as it impacts both the user interface as well as URLs leveraged by SupportLogic.In the event you refer to agents as Engineers or Support, updating these labels will make the user interface more familiar to your users.
View Usage & BillingControl Center > Usage & BillingEnables users to view current credit consumption, run reports to track fee-based events and view billing details for your account.This feature is typically reserved for those responsible for the management of your SupportLogic license and usage.Typically the account owner or billing representative responsible for managing your SupportLogic subscription.



Quality Monitoring

Permissions in this table apply specifically to the features available in QUALITY MONITORING. The two permissions you should scrutinize most heavily are those related to the ability to Completed Case Review and the ability to configure Case Evaluation Criteria as they have impacts on more than just an individual reviewer or employee.


Permissions ColumnPage or Module Permission Applies ToDescriptionDefault ValueImpacts / Use Case
Case ReviewAgent Coaching, Support HubEnables users to provide feedback to Agents / Engineers on an individual case.On for anyone responsible for managing or coaching agents / engineers.Enables users to provide feedback to agents / engineers.
Case Evaluation CriteriaAgent Coaching, QA ScorecardsEnables users to configure and manage the criteria and review form for other managers to provide feedback on cases.On for only those who are responsible for setting and configuring the case review form and process. Most users should not have access to this feature.Enables users to change the criteria upon which agents / engineers are assessed.
Agent PerformanceAgent Coaching, Agent InsightsEnables the Performance sub-page within Agent Insights.This feature will enable users to review and assess the performance of agents / engineers based on the review feedback provided by their manager / coach.Enables user to view Case Reviews completed for agents in your organization.
Completed Case ReviewsAgent Coaching and Evaluation, Agent InsightsEnables a user to review completed case evaluations for any agents / engineers within your organizationThis feature extends the ability to see case reviews for any of the reviews in your instance. Not only reviews that they have completed, but those completed by any manager.May want to reserve this feature for director or executive-level access as it enables review of any and all feedback provided.



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