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Team Management and Profiles

Objective

This article will assist you in understanding:

  • How you can manage your customer success team in CustomerSuccessBox

  • What are the available profile options for a team member

  • What permissions and privileges are available with each profile

Who’s this for?

This article is relevant for the administrators who are responsible for managing the Success team and are responsible for various configuration such as rule-based configurations (Health 360, Milestones, Alerts) amongst others.

Introduction

Team Management section in Settings will allow team members with “Administrator” profile:

- To manage users (i.e add, update or disable them).
- To initiate password reset emails to team members
- To restrict access for each team member to an appropriate level(in order to protect confidentiality and/or to restrict access to configuration areas to product areas)

Managing team members

Team Management section is available to all team members with “Administrator” profile, and can be accessed from Settings (gear icon) > Team Management.

Adding a new team member

Updating a team member / Defining Profile for a team member

Rules

  • Current user cannot downgrade his/her own access profile from "Administrator" if he/she is the only administrator available on the team.

Disabling a team member


Rules

  • Current user can not disable his/her own user profile.

  • User to be disabled should not be assigned as a “Customer Success Manager” on any account, and should not be mentioned explicitly for a task in playbook configuration.

Sending a password reset email

Team Profiles

A Team Profile in our context is a group of permissions, that are pre-defined, and can be associated with a team member. Each team member needs to have one profile associated.


Profile

Description

Administrator

An ‘Administrator’ can access and manage the entire platform.

Super Manager

A ‘Super Manager’ can manage all accounts, segments, and Playbooks, but doesn’t have access to the ‘Settings’ panel.

Customer Success Manager

A ‘Customer Success Manager’ has access to their own accounts, unassigned accounts, and associated records. A Customer Success Manager cannot manage segments and playbooks.

Developer

A ‘Developer’ has limited access to the Settings panel, as in, they can only access ‘Developer Console’ in a limited manner under the Settings panel. They can also create new records and view all records. 


Rules

  • Account access is hierarchical i.e. any child or dependent objects such as 'Subscriptions', 'Users','Tasks','Milestones' and 'Usage Events' etcetera cannot be accessed if Account is not accessible per permissions.

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  1. Arnab Nayak

  2. Posted

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