Purpose

You can manage the Roles you have defined in SupportLogic directly from within your CRM by mapping one or more Roles from your CRM to a specific Role (with permissions and UI layout configurations). User management, then becomes centralized and automated based on your CRM's user management.

Summary

Eliminate user management in SupportLogic by mapping one, or more, CRM roles to a Role defined in SupportLogic. 

Mapping SupportLogic Roles to CRM Roles

Once you have created your Roles in SupportLogic, you can map them to existing (or new roles) within your CRM. While users may only be added to one Role in SupportLogic, you do have the ability to map a single user Role to many roles within your system of record.

To map a SupportLogic to your CRM Role:

1. Log into SupportLogic.
2. Go to Control Center > Settings > Roles and Permissions > Mapping tab.
3. Select the CRM Role drop-down in the same row as the name of the role you wish to map.
4. Alternatively, you can Create a new role within your CRM to map to from SupportLogic.

NOTE: The instructions above assume you already have an existing integration with your CRM. To verify this, go to Control Center > Settings > Integrations. 

Creating New Roles in your CRM from SupportLogic

If you are connected to your CRM and SupportLogic has write permissions, you can also create new CRM Roles directly from the Mapping tab in SupportLogic. 

To Create a New CRM Role:

1. In the Control Center > Settings > Roles and Permissions tab, open the Mapping tab.
2. Next to the Role in SupportLogic, select the CRM Role drop-down.
3. Select + Create CRM Role.
4. Provide a unique name and description.
5. Click Create role.

Editing the UI Layout / Profile Configuration 

After creating a Role using the + Add role wizard, you may need to modify the Profile for the Role.  You can do so from either the Roles and Permissions or the Mapping tab. 

To edit the layout for a particular Role within SupportLogic: 

1. Open the Mapping tab and navigate to a specific role.
2. Then select the ellipsis ( . . . ) icon at the end of the role for a particular role.
3. Choose Edit Layout.
4. Make the configuration changes, turn on or off specific pages and modules.
   • There are many customizations that are available to you when you are in Edit mode for a Profile. For example, some of the things you can configure are:
     1. Turning off modules in the left-hand navigation
     2. Modifying the default charts available for that particular role
     3. Customization of specific modules (indicated in the left-hand navigation "Contains sub-elements"
5. When complete, select Save Changes.