Purpose

This article provides a detailed guide to creating roles in SupportLogic, ensuring effective user permission management.

Summary

Roles are created under Control Center > Setting > Roles and Permissions. There you can set permissions for each Role, customize the UI by editing the Profile and map SupportLogic Roles to your CRM roles.

Creating a Role in SupportLogic

1. Access Control Center > Settings > Roles and Permissions.
2. Determine case Scope.  Set the case fields you will use to restrict case scope during the Role creation. You can do so, by clicking the gear icon next to the +Add Role button in the upper-right-hand corner of the screen.
3. Click the + Add Role button. Provide a unique name and description for the Role you are creating . You will also need to indicate whether you want to include bot cases and/or deleted cases.
4. Set case fields and case owner scopes (optional).

Not all roles will require you to restrict the scope of cases. This option should be used when you have segmented your Support team to focus on cases by region, product line, or other segments.

Then click Next.

5. Select the case owners (optional) in step 3 Scope: Case Owner, which can be comprised of individual agents, Virtual Teams or Virtual Organizations.

6. Click Next and set the Permissions for this role.  Refer to the Role-Based User Permissions guide to determine which permissions are appropriate for the Role you are creating.

Each group of permissions and be selected quickly using the Select all feature and then turning off any specific permission from the list.

7. Then click Create Role.

Profiles in SupportLogic

Learn how to further restrict access using Profiles for roles like Customer Success Managers, allowing them to view specific metrics and dashboards.

Additional Reference

For tips on managing users and modifying individual permissions, proceed to User and Role Management Tips in SupportLogic