Help center Core configuration People, teams & access Configure agent roles and division access Updated Wednesday, October 28, 2026 · Marcel Gravelle Agent roles define staff permissions and division scope. Use roles that match job responsibilities so agents can complete their work without receiving unrelated access. Applies to: Supportbench Core. Location: Settings → Organization → Roles. Access and available controls depend on your role and account capabilities. Before you begin You need permission to edit this configuration. Ask an administrator if the page is available but its editing controls are not.Review the current configuration and where it is used before making a change. Available choices depend on your account, enabled modules, division access and role.Use a test record or a controlled test account for behavior checks. Do not change production routing or send customer messages just to try an example. Configure and verify Open Settings → Organization → Roles.Find the item in the list and open it, or choose the page’s new-item action.Enter a clear name and description. Set the fields below, including any scope, hierarchy, visibility or availability controls.Save the item and resolve any validation message. Reopen it to confirm the saved values.Check the relevant selection list or form using a user with the intended access. Repeat for an excluded user or division when scope is restricted. Settings reference Role profile and division scopeSettingWhat it controlsHow to chooseNameThe name shown in selectors and lists.Choose a distinct operational name.DescriptionExplains the intended purpose and audience.Describe ownership and when to use it.ActiveControls whether the item is available for normal use.Review existing references before deactivation.DivisionsConfigures Division scope for case visibility. Both an empty selection and all active Divisions selected store unrestricted scope. A proper subset creates a narrower selection; selected roots include descendants.Check included and excluded cases with a representative user. Case-view permission and record-level access, including own-assigned and uncategorized cases, also apply.Select all / Select noneChanges the Division selection as a group. Saving either no selected Divisions or all active Divisions normalizes to unrestricted scope.Select none is not deny all. Choose some, but not all, active Divisions for a narrower configured scope and verify the saved result. Permissions and copyingSettingWhat it controlsHow to choosePermissionsSearchable groups of server-defined permissions.Read each permission’s label and enable only the capabilities required for the job.Copy RoleCopies permissions and division scope from an active role. Name, description and active state are retained.Select Copy from and choose Apply, then inspect every affected permission group and Division before Save Changes. Permissions: AgentSettingWhat it controlsHow to chooseUpdate personal detailsAllows agents with this role to use this permission: Update personal details.Enable only when needed for this role; verify the relevant operation with a representative agent.Update profile imageAllows agents with this role to use this permission: Update profile image.Enable only when needed for this role; verify the relevant operation with a representative agent.Update job titleAllows agents with this role to use this permission: Update job title.Enable only when needed for this role; verify the relevant operation with a representative agent.Change working hoursAllows agents with this role to use this permission: Change working hours.Enable only when needed for this role; verify the relevant operation with a representative agent.Update email signatureAllows agents with this role to use this permission: Update email signature.Enable only when needed for this role; verify the relevant operation with a representative agent.Update out-of-office settingsAllows agents with this role to use this permission: Update out-of-office settings.Enable only when needed for this role; verify the relevant operation with a representative agent.Update advanced settingsAllows agents with this role to use this permission: Update advanced settings.Enable only when needed for this role; verify the relevant operation with a representative agent.Use and view the calendarAllows agents with this role to use this permission: Use and view the calendar. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Add or remove asset associationsAllows agents with this role to use this permission: Add or remove asset associations. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Disable or enable asset associationsAllows agents with this role to use this permission: Disable or enable asset associations. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.View survey resultsAllows agents with this role to use this permission: View survey results. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Create global and team-only viewsAllows agents with this role to use this permission: Create global and team-only views.Enable only when needed for this role; verify the relevant operation with a representative agent.View audit trailsAllows agents with this role to use this permission: View audit trails.Enable only when needed for this role; verify the relevant operation with a representative agent.View discussionsAllows agents with this role to use this permission: View discussions.Enable only when needed for this role; verify the relevant operation with a representative agent.Watch itemsAllows agents with this role to use this permission: Watch items.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: Agent AdministrationSettingWhat it controlsHow to chooseAlter other agent profilesAllows agents with this role to use this permission: Alter other agent profiles.Enable only when needed for this role; verify the relevant operation with a representative agent.View other agent profilesAllows agents with this role to use this permission: View other agent profiles.Enable only when needed for this role; verify the relevant operation with a representative agent.Create new agentsAllows agents with this role to use this permission: Create new agents.Enable only when needed for this role; verify the relevant operation with a representative agent.Impersonate other agentsAllows agents with this role to use this permission: Impersonate other agents.Limit to the people who need this operation and verify the resulting scope with a test agent. Permissions: {case.plural|Cases}SettingWhat it controlsHow to chooseCreate new {case.plural|cases}Allows agents with this role to use this permission: Create new {case.plural|cases}.Enable only when needed for this role; verify the relevant operation with a representative agent.Tweet from {case.plural|cases}Allows agents with this role to use this permission: Tweet from {case.plural|cases}. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Hide {case.plural|cases} and activities from the customer portalAllows agents with this role to use this permission: Hide {case.plural|cases} and activities from the customer portal.Enable only when needed for this role; verify the relevant operation with a representative agent.Transfer {case.plural|cases} to the trash in bulkAllows agents with this role to use this permission: Transfer {case.plural|cases} to the trash in bulk.Enable only when needed for this role; verify the relevant operation with a representative agent.Close {case.plural|cases} in bulkAllows agents with this role to use this permission: Close {case.plural|cases} in bulk.Enable only when needed for this role; verify the relevant operation with a representative agent.Close {case.plural|cases}Allows agents with this role to use this permission: Close {case.plural|cases}.Enable only when needed for this role; verify the relevant operation with a representative agent.Alter closed date on {case.plural|cases}Allows agents with this role to use this permission: Alter closed date on {case.plural|cases}.Enable only when needed for this role; verify the relevant operation with a representative agent.View all {case.plural|cases}Allows agents with this role to use this permission: View all {case.plural|cases}.Enable only when needed for this role; verify the relevant operation with a representative agent.Delete {case.singular|case} surveysAllows agents with this role to use this permission: Delete {case.singular|case} surveys. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent.Alter SLA dates on {case.plural|cases}Allows agents with this role to use this permission: Alter SLA dates on {case.plural|cases}.Enable only when needed for this role; verify the relevant operation with a representative agent.View escalated {case.plural|cases}Allows agents with this role to use this permission: View escalated {case.plural|cases}.Enable only when needed for this role; verify the relevant operation with a representative agent.Edit activity contentAllows agents with this role to use this permission: Edit activity content.Enable only when needed for this role; verify the relevant operation with a representative agent.Alter {case.singular|case} creation datesAllows agents with this role to use this permission: Alter {case.singular|case} creation dates.Enable only when needed for this role; verify the relevant operation with a representative agent.Favorite queuesAllows agents with this role to use this permission: Favorite queues.Enable only when needed for this role; verify the relevant operation with a representative agent.Delete activitiesAllows agents with this role to use this permission: Delete activities.Limit to the people who need this operation and verify the resulting scope with a test agent.Create activities, bulk respond and forwardCreate {case.singular|Case} activities, including Bulk response and Bulk forward. Both bulk actions use this permission; {case.singular|Case} access and attachment restrictions still apply.Enable only when needed for this role; verify the relevant operation with a representative agent.Link {case.plural|cases} together in bulkAllows agents with this role to use this permission: Link {case.plural|cases} together in bulk.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer {case.singular|case} templatesAllows agents with this role to use this permission: Administer {case.singular|case} templates.Enable only when needed for this role; verify the relevant operation with a representative agent.Create global and team-only templatesAllows agents with this role to use this permission: Create global and team-only templates.Enable only when needed for this role; verify the relevant operation with a representative agent.Use scenario checklistsAllows agents with this role to use this permission: Use scenario checklists.Enable only when needed for this role; verify the relevant operation with a representative agent.Create personal scenarios from the pickerAllows agents with this role to use this permission: Create personal scenarios from the picker.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer all scenariosAllows agents with this role to use this permission: Administer all scenarios.Limit to the people who need this operation and verify the resulting scope with a test agent. Permissions: {case.singular|Case} AdministrationSettingWhat it controlsHow to chooseAdminister {case.singular|case} policiesAllows agents with this role to use this permission: Administer {case.singular|case} policies.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer divisionsAllows agents with this role to use this permission: Administer divisions.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer {case.singular|case} prioritiesAllows agents with this role to use this permission: Administer {case.singular|case} priorities.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer support levelsAllows agents with this role to use this permission: Administer support levels.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer activity typesAllows agents with this role to use this permission: Administer activity types.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer {case.singular|case} statesAllows agents with this role to use this permission: Administer {case.singular|case} states.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer link typesAllows agents with this role to use this permission: Administer link types.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer {case.singular|case} escalation typesAllows agents with this role to use this permission: Administer {case.singular|case} escalation types.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer {case.singular|case} resolution typesAllows agents with this role to use this permission: Administer {case.singular|case} resolution types.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer {case.singular|case} issue typesAllows agents with this role to use this permission: Administer {case.singular|case} issue types.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer projectsAllows agents with this role to use this permission: Administer projects. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer data maskingAllows agents with this role to use this permission: Administer data masking.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: CompaniesSettingWhat it controlsHow to chooseAdd company data table itemsAllows agents with this role to use this permission: Add company data table items. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Update company data table itemsAllows agents with this role to use this permission: Update company data table items. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Delete company data table itemsAllows agents with this role to use this permission: Delete company data table items. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent.Create and update companiesAllows agents with this role to use this permission: Create and update companies.Enable only when needed for this role; verify the relevant operation with a representative agent.Delete companiesAllows agents with this role to use this permission: Delete companies.Limit to the people who need this operation and verify the resulting scope with a test agent.Import companies from CSVAllows agents with this role to use this permission: Import companies from CSV.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer company and contact configurationsAllows agents with this role to use this permission: Administer company and contact configurations.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: ContactsSettingWhat it controlsHow to chooseAdd contact data table itemsAllows agents with this role to use this permission: Add contact data table items. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Update contact data table itemsAllows agents with this role to use this permission: Update contact data table items. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Delete contact data table itemsAllows agents with this role to use this permission: Delete contact data table items. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent.Administer contactsAllows agents with this role to use this permission: Administer contacts.Enable only when needed for this role; verify the relevant operation with a representative agent.Delete contactsAllows agents with this role to use this permission: Delete contacts.Limit to the people who need this operation and verify the resulting scope with a test agent.Import contacts from CSVAllows agents with this role to use this permission: Import contacts from CSV.Enable only when needed for this role; verify the relevant operation with a representative agent.Impersonate contacts in the customer portalAllows agents with this role to use this permission: Impersonate contacts in the customer portal.Limit to the people who need this operation and verify the resulting scope with a test agent. Permissions: Knowledge BaseSettingWhat it controlsHow to chooseAdminister article topicsAllows agents with this role to use this permission: Administer article topics. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Manage knowledge-base tagsCreate, rename, merge, retire and delete unused knowledge-base tags. Does not grant article editing or visibility. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent.Manage article search keywordsCreate, assign, change and remove Search keywords on articles you can edit. Does not grant article editing, publishing, Tags or AI Terms permissions. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer article templatesAllows agents with this role to use this permission: Administer article templates. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Manage knowledge base stylesCreate, edit and retire shared knowledge base styles and callouts. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent.Create articlesAllows agents with this role to use this permission: Create articles. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Create article drafts from {case.plural|cases} and chatsCreate a draft from an accessible {case.singular|case} or chat using AI and submit it for review. Without Create articles, only review submission is allowed; this does not grant knowledge-base access, existing article editing, or publishing. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Alter existing articlesAllows agents with this role to use this permission: Alter existing articles. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Publish articles publiclyAllows agents with this role to use this permission: Publish articles publicly. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Archive existing articlesAllows agents with this role to use this permission: Archive existing articles. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Manage article redirectsCreate, change, and remove knowledge base redirects. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent.Manage shared knowledge base viewsCreate, edit and delete any knowledge base view shared with Teams, Agents or Global audiences. Personal views remain private. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent.Delete ratings and commentsAllows agents with this role to use this permission: Delete ratings and comments. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Articles require review before publishingRequires this role’s articles to pass the configured review workflow; this is a restriction on direct publication. This choice depends on the corresponding enabled feature.Enable when this restriction matches the role’s responsibilities; test the restricted and permitted paths.Administer the file repositoryAllows agents with this role to use this permission: Administer the file repository. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer article review groupsAllows agents with this role to use this permission: Administer article review groups. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer article variablesAllows agents with this role to use this permission: Administer article variables. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Flag articles for reviewAllows agents with this role to use this permission: Flag articles for review. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer flagged articlesAllows agents with this role to use this permission: Administer flagged articles. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer AI TermsAllows agents with this role to use this permission: Administer AI Terms. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: KCS QualitySettingWhat it controlsHow to chooseView quality insightsAllows agents with this role to view quality insights. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.View AI evidenceAllows agents with this role to view AI evidence. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Review answersAllows agents with this role to review answers. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Run verification testsAllows agents with this role to run verification tests. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Manage quality workflowAllows agents with this role to manage quality workflow. This choice depends on the corresponding enabled feature.Limit to the people who need this operation and verify the resulting scope with a test agent. Permissions: CalendarSettingWhat it controlsHow to chooseView other agent eventsAllows agents with this role to use this permission: View other agent events. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Add new and update eventsAllows agents with this role to use this permission: Add new and update events. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Update events on other agent calendarsAllows agents with this role to use this permission: Update events on other agent calendars. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer team calendarsAllows agents with this role to use this permission: Administer team calendars. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer global calendarsAllows agents with this role to use this permission: Administer global calendars. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: AssetsSettingWhat it controlsHow to chooseAdminister assetsAllows agents with this role to use this permission: Administer assets. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer asset categoriesAllows agents with this role to use this permission: Administer asset categories. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: CommunitySettingWhat it controlsHow to chooseAdminister communitiesAllows agents with this role to use this permission: Administer communities. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: ChatSettingWhat it controlsHow to chooseView all agent chatsAllows agents with this role to use this permission: View all agent chats. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.View chat overviewView current agent workload and read-only chats. Requires View all agent chats; follows selected work queues and ALL. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer chat widgetsAllows agents with this role to use this permission: Administer chat widgets. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: JIRASettingWhat it controlsHow to chooseCreate and comment on JIRA itemsAllows agents with this role to use this permission: Create and comment on JIRA items. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Search and link JIRA issuesAllows agents with this role to use this permission: Search and link JIRA issues. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: LinearSettingWhat it controlsHow to chooseCreate and comment on Linear itemsAllows agents with this role to use this permission: Create and comment on Linear items. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: Azure DevOpsSettingWhat it controlsHow to chooseCreate and comment on DevOps itemsAllows agents with this role to use this permission: Create and comment on DevOps items. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: AISettingWhat it controlsHow to chooseGlobal AI settingsAllows agents with this role to use this permission: Global AI settings.Enable only when needed for this role; verify the relevant operation with a representative agent.AI columns in viewsAllows agents with this role to use this permission: AI columns in views. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.Editor AI functionsAllows agents with this role to use this permission: Editor AI functions.Enable only when needed for this role; verify the relevant operation with a representative agent.AI searching in main searchAllows agents with this role to use this permission: AI searching in main search. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.AI {case.singular|case} insightsAllows agents with this role to use this permission: AI {case.singular|case} insights. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.AI reportingAllows agents with this role to use this permission: AI reporting. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: BroadcastsSettingWhat it controlsHow to chooseCreate and update broadcastsAllows agents with this role to use this permission: Create and update broadcasts.Enable only when needed for this role; verify the relevant operation with a representative agent.View broadcast analyticsAllows agents with this role to use this permission: View broadcast analytics.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer unsubscribe listAllows agents with this role to use this permission: Administer unsubscribe list.Enable only when needed for this role; verify the relevant operation with a representative agent. Permissions: ReportingSettingWhat it controlsHow to chooseView the dashboardAllows agents with this role to use this permission: View the dashboard.Enable only when needed for this role; verify the relevant operation with a representative agent.View {case.singular|case} KPI reportsAllows agents with this role to use this permission: View {case.singular|case} KPI reports.Enable only when needed for this role; verify the relevant operation with a representative agent.View knowledge base analyticsAllows agents with this role to use this permission: View knowledge base analytics. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.View community analyticsAllows agents with this role to use this permission: View community analytics. This choice depends on the corresponding enabled feature.Enable only when needed for this role; verify the relevant operation with a representative agent.View agent KPI reportsAllows agents with this role to use this permission: View agent KPI reports.Enable only when needed for this role; verify the relevant operation with a representative agent.View team and division KPI reportsAllows agents with this role to use this permission: View team and division KPI reports.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer KPI scorecardsAllows agents with this role to use this permission: Administer KPI scorecards.Enable only when needed for this role; verify the relevant operation with a representative agent.View user availability reportsView recorded availability for all users in this account, compare teams and users, and export to Excel.Enable only when needed for this role; verify the relevant operation with a representative agent.Schedule data viewsAllows agents with this role to use this permission: Schedule data views.Enable only when needed for this role; verify the relevant operation with a representative agent.Schedule and administer global data viewsAllows agents with this role to use this permission: Schedule and administer global data views.Enable only when needed for this role; verify the relevant operation with a representative agent.Restrict agent to only view their metricsRestricts the role to its own dashboard; enabling this is a restriction, not wider dashboard access.Enable when this restriction matches the role’s responsibilities; test the restricted and permitted paths. Permissions: AdministrationSettingWhat it controlsHow to chooseAdminister account details and styleAllows agents with this role to use this permission: Administer account details and style.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer account policiesAllows agents with this role to use this permission: Administer account policies.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer agent rolesAllows agents with this role to use this permission: Administer agent roles.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer teamsAllows agents with this role to use this permission: Administer teams.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer queuesAllows agents with this role to use this permission: Administer queues.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer fieldsAllows agents with this role to use this permission: Administer fields.Enable only when needed for this role; verify the relevant operation with a representative agent.Manage system workflowsAllows agents with this role to use this permission: Manage system workflows.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer outbound email addressesAllows agents with this role to use this permission: Administer outbound email addresses.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer email routesAllows agents with this role to use this permission: Administer email routes.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer web widgetsAllows agents with this role to use this permission: Administer web widgets.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer survey engineAllows agents with this role to use this permission: Administer survey engine.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer API configurationsAllows agents with this role to use this permission: Administer API configurations.Limit to the people who need this operation and verify the resulting scope with a test agent.Administer messages and notificationsAllows agents with this role to use this permission: Administer messages and notifications.Enable only when needed for this role; verify the relevant operation with a representative agent.Access system logsAllows agents with this role to use this permission: Access system logs.Enable only when needed for this role; verify the relevant operation with a representative agent.Administer billingAllows agents with this role to use this permission: Administer billing.Limit to the people who need this operation and verify the resulting scope with a test agent.Administer all integrationsAllows agents with this role to use this permission: Administer all integrations.Enable only when needed for this role; verify the relevant operation with a representative agent. Behavior to knowViewing a Settings page and editing its records can require different permissions.Role changes can widen access across many features; evaluate the permission and division scope together.Select none does not deny all Divisions. Empty and all-selected sets are unrestricted; verify a proper subset, an excluded case and any own-assigned case exception.Assign the reviewed role separately in Settings → Organization → Agents → Assignment & routing. Role, Division and Primary team are distinct controls; refresh the representative session and test the complete workflow.New roles begin without granted permissions. Some groups depend on enabled modules or Knowledge Quality availability. A missing permission is not automatically granted.Requires review and Only view own dashboard are restrictions; review their effect separately from ordinary permission grants. Recommended use Use terminology that agents and customers already understand. Explain the intended meaning in the description.Keep the initial configuration small enough for people to choose consistently. Add options when they represent a real operational difference.Review existing references before renaming, changing scope, or deleting. Where supported, deactivate an obsolete option before considering permanent deletion. Worked example Create a role for a defined support responsibility.Copy an appropriate active role if it gives a useful starting point.Review its division scope and permission groups.Save and test both permitted and prohibited operations using a representative test agent.Have the affected user refresh permissions or sign in again before checking the result. Troubleshooting ProblemWhat to checkThe item is missing from a picker.Check Active, division access, parent hierarchy, enabled modules, and the user’s role. Reopen the consuming form after saving.The form rejects a save.Read the displayed validation message. Check required values, text limits and permitted scope; do not change unrelated settings to bypass validation.An existing record still shows an old value.A configuration change and a record change are different operations. Inspect the record and relevant references before assuming the save failed. Related configuration Organization → Configure agents, profiles and availabilityOrganization → Configure divisionsCustomers → Configure customer roles Was this article helpful? Yes No Thank you for your feedback.