Before you begin
An organisation administrator, agreed responsibilities, and a supported way to manage access.
What to do
Complete 5 steps
Divide responsibilities
Describe the responsibilities: who replies to customers, updates knowledge, approves actions, and manages billing. Do not combine these permissions simply to make setup easier.
Define permissions
Define the data and operations available to each role. Account for the organisation and branch; a content editor should not automatically gain access to conversations or payments.
Grant access
Grant access through the supported process using each employee's own work account. Do not share a common password or post an invitation in a public channel.
Test the role
Test the role with a separate test account: the permitted task should work, while other people's data and administrative actions remain inaccessible. Check actual data access as well as the visibility of interface elements.
Plan access revocation
Define how permissions are reviewed and revoked when an employee changes roles or leaves. After revoking access, confirm that it is actually blocked and that unfinished inquiries have been assigned to someone else.
Check the result
Run the scenario with test data. Verify the result in your business system and make sure the responsible employee knows the next step.
This guide explains how to prepare and test a process. Available actions depend on your setup.
ANSARA SALES OS