Customer Roles in Supportbench provide a structured way to categorize customers, control content visibility, and streamline case management. By defining roles, businesses can assign permissions to contacts and companies, ensuring that each customer interacts with the appropriate content and services.
Efficient Customer Segmentation: Group customers based on predefined roles for better organization.
Controlled Access: Restrict visibility of community content and portals to specific roles.
Custom Case Identification: Assign role-specific prefixes to case IDs for enhanced tracking.
Flexible Role Assignment: Apply roles to both individual contacts and entire companies.
To create and manage Customer Roles, follow these steps:
Go to Configuration > Customers > Customer Roles within Supportbench.
Click New Role to begin setting up a new customer role.
When creating a new role, you will need to fill in the following fields:
Assign a unique name for the role. This name will be used in dropdown lists and selection menus throughout Supportbench.
Provide a clear description of the role's purpose and the type of customers it applies to. This helps maintain clarity when managing multiple roles.
Define a custom prefix for case IDs created by customers with this role. This replaces the default "C-" prefix, allowing for easier identification and tracking.
Note: Case IDs can only be assigned at the time of case creation, and the role must be applied to the company at that time.
Navigate to an individual Contact or Company Profile.
Select the desired Customer Role from the available options.
Save changes to apply the role-based settings.
One of the most powerful uses of Customer Roles is content restriction. Supportbench allows businesses to tailor the customer experience by limiting access to:
Knowledge Base Articles: Ensure only certain customers can view specific documentation.
Community Portals: Restrict forum discussions or community interactions based on role.
Support Features: Grant role-based access to specialized support options or resources.
Plan Role Hierarchies: Establish clear criteria for role assignment to avoid confusion.
Use Descriptive Naming: Choose role names that are intuitive and easily distinguishable.
Regularly Review Assignments: Update role assignments periodically to reflect evolving customer needs.
Monitor Case Prefixes: Ensure custom prefixes align with internal tracking requirements for consistency.
Customer Roles in Supportbench offer a robust way to segment users, enforce access control, and optimize case management. By leveraging this feature, businesses can enhance the customer experience while maintaining structured, organized support operations.
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