Role-Based Permissions Guide

Modified on Tue, 26 Nov at 1:21 AM

Purpose

This guide provides details for the various permissions available in SupportLogic and recommends common permissions for some example roles (we came up with seven) to help you with your user management planning in SupportLogic.

Summary

This is a lengthy article that provides detailed information on all the configurable role based permissions in SupportLogic and our recommendations for seven different roles for each permission. Please use this guide to help you plan out your user permissions planning and assigning the right permission for each role you define within SupportLogic.

Role-Based Permissions

Within SupportLogic, you can now define standard Roles, set permissions for these roles, modify the user interface for that role and map SupportLogic Roles to those within your CRM. The sections below provide explanations for each permission available and recommends whether the permission is applicable to one of seven roles in SupportLogic.

We have grouped the permissions based on both on the order they appear in within the Control Center > Settings > Roles and Permissions section. For each set of permissions there are two tables:

Table 1: Describes the permission in detail

Permission
Page or Module the Permission Applies To
Description
Impacts / Use Case

Table 2: Role recommendations

Permission
Administrator
Support Manager
Escalation Manager
Customer Success
Sales
Support Executive
Support Operations

The Roles columns serve only as a recommendation from the Support team at SupportLogic based on our familiarity with the application and from what has been observed as the most common permissions attributed to each role. Your organizational needs may differ.

Role Recommendation Values

There are only three values available for each recommendation made for each permission in this guide. They are:

Yes = meaning we recommend this permission be enabled for this particular role

Depends = meaning the permission may be appropriate, but further consideration should be made given the size and role definitions for your organization.

Not recommended = while you can enable this permission for the role, we would not recommend it.

Examples for permissions that we list as "Depends" might be the ML > Train ML permission that enables users to "[...] correct wrong sentiment predictions and teach the system to find new sentiments and other signals."

Migration Customers

For customers migrating from the User Management (prior to 2024), you may want to take the time to revisit the permissions you have granted existing users and compare those permission to the recommendations we have included in the tables below.

Account Permissions

The permissions in this table address access to fields related to your Customers, not your organizational account settings in SupportLogic. The permissions related to customers / accounts are:

Permission	Page or Module Permission Applies To	Description	Impacts / Use Case
Edit Customer	Support Hub, Customer Insights, Customer Favorites	Enables users to add / edit Customer notes.	Enables communicate within Support to address needs of a particular customer. Additional notes about a customer can be recorded on specific issues or challenges facing a customer can be noted.
Create Virtual Accounts	Virtual Accounts, Global Filters, Console, Escalations, Favorite Customers, Analytics	Enables users to create global Virtual Accounts (available for all users to leverage).	This feature should be available to users that may need to group customers, individual reporters to delve into customer trends, behaviors or compare and contrast aspects between customers.
Delete Virtual Accounts	Virtual Accounts, Global Filters, Console, Escalations, Favorite Customers, Analytics	Enables users to delete global Virtual Accounts regardless of who created it.	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.
Health Score	Global	Users can review the Customer Health Score on Support Hub and within Customer Insights	Useful for any user that would benefit knowing the health of your customers.