Troubleshooting Guide: Unable to Acknowledge Sentiments in Cases

End users are unable to acknowledge the sentiment identified within cases in the system. This may prevent them from progressing with case workflows or confirming their understanding of the customer's emotional state.

Possible Cause:

The most likely reason for this issue is that the user currently lacks the necessary permissions within the system to acknowledge sentiments. Access to this functionality is typically controlled by user roles and permissions settings.

Solution: Requesting and Enabling Sentiment Acknowledgment Permissions

To gain the ability to acknowledge sentiments in cases, you would need to request the appropriate permissions. This process involves approval from your Account Champion or a designated Administrator. Once approved, you can enable the permission in the user settings.

Step-by-Step Guide:

1. Identify Your Account Champion/Administrator: Determine who within your organization is responsible for managing user roles and permissions within the system. This is often referred to as the account champion or an administrator.

2. Request Permission: Reach out to your account champion/administrator and clearly state that you require permission to "Acknowledge Sentiments" in cases. Provide them with your user account details if necessary.

3. Account Champion/Administrator Approval: Your account champion/administrator will review your request and, upon approval, will grant you the necessary permission within the system's backend.

4. Verify Permission (Once Approved): After receiving confirmation from your account champion/administrator that the permission has been granted, follow these steps within the application:

   • Step 1: Click on Control Center (or the equivalent administration/settings section in your system).
   • Step 2: Navigate to Settings.
   • Step 3: Look for a section labeled Roles and Permissions, User Permissions, or similar.
   • Step 4: Within the permissions list, locate the permission related to "Acknowledging Sentiments."
   • Step 5: Ensure the toggle or checkbox associated with this permission is enabled (turned on)

Further Assistance:

If you continue to experience issues or require further clarification, please contact our support team at support@supportlogic.io. We are happy to assist you.