Role based administration

Supportbench knowledgebase team

10-Jun-2022

What is role based administration?

Role based administration allows you to create special securities that specify what an agent can see and do. This allows us to segregate duties and restrict access between agents, teams and divisions. This means that agents are only able to access the data necessary to perform their job duties.

What are the benefits of role based administration?

• Secure data by divisions

Supportbench allows you to tailor-make roles per division and assign them to a agent, meaning that agent will no longer be able to see data outside of their assigned role as their access is now restricted to the variables you set when creating the role. This means they are also restricted to potentially sensitive information, reducing the potential for data breaches and allowing your agents to focus on their job duties.

• Track user access and compliance

Role based administration allows for tracking user access and compliance which is supported 24/7 by real time audit ready data… Supportbench has put a system in place to simplify account provisioning, regulatory compliance and fine tuned user acess, which, because of its greater efficiency, typically amounts to reduced costs. 

• Maximize operational efficiency

Instead of there being additional administrative and IT support work when switching agent roles or job titles, such as password changes, Supportbenchs role based administration allows you to add and switch roles quickly and efficiently, additioanlly, all of these roles can be aligned with the organizatinal structure of your buisines.

How to use it:

1. Navigating to Configuration > Organizations > Roles
2. Clicking on the “New Role Button.”
   
3. Next, give your role a name and specify any divisions you want associated with this role.
   
4. After your divisions are set, navigate to “Agent” and begin to select your desired permissions for this role. 
5. Navigate through the entire list, from “Agent” to “Administration” and finish setting your desired permissions!
6. Head over to your agents profile, and set their role.
   

Here’s a quick video: