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iService User Guide

Navigation: Introduction

User Types And Roles

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There are three types of users that interact with iService: anonymous, customer, and agent. The anonymous and customer user types only have one value, but each tenant can have an unlimited number of agent user types. To learn more about configuring user types, see the Settings – User Types page.

 

AnonymousUserAnonymous Users – these are users that are not authenticated. Users that have not logged into iService can still view public knowledge base articles and submit questions. As soon as they ask a question, iService will create a contact for them and begin archiving their conversation history.

 

 

CustomerUserCustomers – iService provides a user registration processes that can be customized depending upon your requirements. Customers can view their questions and read agent answers in message history. They can subscribe and unsubscribe from mailing lists and mailing campaigns. They can view and change their contact properties. They are limited to viewing contact information and interaction details tied to their contact ID.

 

 

AgentUserAgents – there are various levels of access granted to agents based on their role. iService includes six standard user types. All agents can view the contact information and interaction history for their assigned segments.

 

CSR – These agents cannot pick questions; they can only answer questions via the get next assignment process or when assigned by a manager.

 

QA CSR – these agents have the same access rights as CSR, except they can only propose answers. Their proposed answer is queued for a QA manager to review and approve before it's delivered to the customer.

 

QA Manager - these agents have full access  to customer information and questions in their segments. They can reassign any message, including proposed answers. Managers can access the settings – agents page.

 

CSR Manager – these agents have the same access rights as QA managers, except they can't see the proposed answers from QA CSR's.

 

Administrator – Administrators have access to all tenant settings, and segment settings for their segments. Administrators cannot create other administrators.

 

Superuser – the superuser can perform every function. It is the only user type that can create administrators.

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