User access roles AS

User access roles can be set-up to group privileges for specific type of workers. This allows more efficient and effective management of users in the system.

Note

Team privileges will still need to be set individually once the user is added to the teams.

We can also enable redress / compensation limits for each group as required.

User access roles can be accessed via Administration / General Settings. Some system will come with some of the following predefined roles.

Some pre-defined roles have been set up in the system but can be appended/ altered to suit your requirements.

Case handler - level 1 – A caseworker who is not required to have access to the contact management tab (ability to search for existing customers or log new cases) but can work on cases allocated to them. They have no reporting access.

Case handler - level 2 - A caseworker who has the ability to search for existing customers, log new cases and also work on cases allocated to them. They have access to cases at their team level but have no reporting access.

Case handler - level 3 - A caseworker who has the ability to search for existing customers, log new cases and also work on cases allocated to them. They have access to cases and reporting information at their team level only.

Case handler - level 4 - A caseworker who has the ability to amend customer details, merge and remove customers, log new cases and also work on cases allocated to them. They have access to cases and reporting information at their team level only.

Frontline – restricted – A frontline user, for e.g. from a contact centre, that is allowed to create new cases and have minimal ability to work on them. Depending on your system they may be able to resolve cases on the spot, complete certain tasks and correspondence and add notes to a case. Cases access is restricted to only the team they belong to.

Frontline – standard - A frontline user, for e.g. from a contact centre, that is allowed to create new cases and have minimal ability to work on them. Depending on your system they may be able to resolve cases on the spot, complete certain tasks and correspondence and add notes to a case. Case access in on a read only format for any cases on the system.

MI expert – A person with comprehensive report access and can view cases only on a read only basis.

System administrator – Typically IT staff but also those who look after your system from the business. They have the ability to amend customer details, merge and remove customers, log new cases and also work on any cases. They have access to all cases and reporting information. In addition, they will be able to access the whole of the administration area to maintain the system.

External administrator – Typically IT staff who can manage user admin only such as add/remove users, reset passwords, grant privileges, manage team membership etc. through a restricted interface.

Understanding the information displayed:

Add

To add a new role select Add.

Role id - Enter a Unique Id which can be subsequently used by adding RoleId column in the spreadsheet upload of users.

Display name- Provide a suitable name for the user role.

User interface - Please see article on Users for further details on the options.

These roles will now appear when setting General access privileges for users or you can add RoleId column to the upload user template.

Default team assignments

The User access roles feature supports defining one or more default team memberships to be associated with a user access role. Any users allocated to the role will then be automatically associated with the specified teams.

Use the Default team assignments section to select each team to be associated with the selected user access role.

Click on the ‘Next’ button to save the changes

Edit

The Edit role will allow you to edit the name and privileges for each role to suit your organisations requirements.

Please check our User page for more details on privileges.

Remove

This will delete the role.

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