Roles
A user’s role controls what functionality they have access to, for example whether or not they can see notes on a case. A user may only have one role, and a role belongs to a user type. There are 5 standard user roles in CXM but additional roles can be added if required.
Summary of CXM Roles
System Administrator
This role has access to every permission in the system and therefore should be restricted to a very limited number of people.
Administrator
This role is primarily for users who will be required to amend CXM workflows and
rules within Settings > Workflow. This role has access to all permissions with
the exception of API keys, integrations and webhooks within Settings > System
and should be ideally restricted to as few users as possible. User’s with this
role have access to all cases regardless of the group they belong to, however
the Administrator role still needs to be granted access to case fields and
transitions where necessary. Users with the Administrator role are counted as
licensed users.
Advisor
The advisor role should be given to customer service staff who can create and edit
customer person records. Advisors can only see cases that their group permits them
to see, but can see any type of case if it is assigned to them or their group.
Users with the Advisor role are counted as licensed users.
Staff
The staff role should be considered the default role to assign to a staff member. Staff users will only have access to cases based on the group that they belong to, but can see any type of case if it is assigned to them or their group. Staff users can search for and view a customer record and create a case for the customer but cannot create or edit a customer record. Staff users also cannot edit the online account linked to a customer’s person record (name, email address, send a link to reset password, preference for receiving email or disable the user). Users with the ‘staff’ role are not counted as licensed users.
Third-Party
A role to give access to cases for users belonging to another organisation (e.g. Waste service provider). Access to cases is restricted to those assigned to the user's group.
Citizen
The role for a public user. Access is limited only to cases that are directly assigned to the user.