Purpose

This article offers practical advice on managing users and roles in SupportLogic, including handling individual user permissions and mapping roles to your CRM.

Summary

There are two areas within SupportLogic you can restrict access for users: Permissions and Profiles. Both are associated to Roles that you define in the Control Center.

Profiles in SupportLogic

In addition to limiting the Scope for both cases and agents for a Role, there may be instances where you want to further restrict access to sections of the SupportLogic UI. 

For example, you may have a role for Customer Success Managers who use SupportLogic specifically to review Health Scores, Customer Insights and review Experiential Metrics to check on the health of their customers. You can restrict what these users see by configuring the Role Profile to limit what pages they see in SupportLogic. To do so:

1. Open Control Center > Settings > Roles and Permissions.

2. Use the drop-down option next to the name of the Role and select Edit layout.

3. Check or un-check menu options on the left navigation pane.

4. Additionally, sections that  indicate Contains sub-elements > allow you to open those specific pages of SupportLogic to add default graphs and make other Role-specific settings for those users.

5. Click Save changes to apply the UI configuration for that specific Role.

You can also do the same configuration changes in the User Profiles option under Control Center > Settings > User Profiles.

Manage Users

Once you have defined a new Role in SupportLogic, you may want to make changes either to the Role you created or to individual user's permissions that are assigned to a Role.

Modifying Individual User Permissions

There may be instances where you need to further restrict specific permissions for user(s) within a Role. To modify an individual user's permissions:

1. Open the Control Center > Manage Users page.

2. Click on the name of the user (use Search users to locate them quickly).

3. In the User details dialogue, open the Permissions tab (see below).  In the Permissions tab you can exclude specific permissions for that user by turning them off for that user. 

If you have permissions to do so, you can also "View as this user" from the General info tab. This can be useful when configuring Profiles to either restrict access to specific SupportLogic pages, configuring report visibility, or other UI configurations specific for Roles created.

Individual User Permission Changes 

Once a user within a Role has had their permissions modified, SupportLogic indicates that change specifically for them by adding Custom next to them in the list of users.

User Management Features / Shortcuts

Additional options available in the User Management are available via the short cuts at the top of the User Management page:

The most common user management tasks can quickly be executed using the following shortcuts:

• Reset Password = an email will be sent for the user to update their password.
• Force Logout = any selected user will immediately be logged out of SupportLogic. We recommend communicating with the users prior to dropping them from SupportLogic.
• Change Role = allows you to associate a user to a different Role. 
• Export Users = exports a simple report of any user you have selected within User Management.

You can also search for a specific user and/or define new roles for your specific user management needs.

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.

Editing the UI Layout / Profile Configuration 

To edit the layout for a particular Role within SupportLogic: 

• Open the Mapping tab and navigate to a specific role.
• Then select the ellipsis ( . . . ) icon at the end of the role for a particular role.
• Choose Edit Layout.
• Make the configuration changes, turn on or off specific pages and modules.
• When complete, select Save Changes.