Create Care-specific Account and Profile Roles
Before your organization can start handling cases and escalations in Care, you must create or modify existing account and profiles roles to include Care specific options.
Only Account-admins can assign Care specific roles.
In essence, there are three scenarios for account roles.
Create a unique Care-specific role from scratch.
Add Care options to an existing account role:
No access
Agent
Supervisor
Create a Care-only account role.
After you create the account roles, you must create profile roles to establish connections between users (agents) and the profiles. This will allow individual agents to interact with the specific profiles in Care.
Create a Care-only account role
In this scenario, you want to create a dedicated Care-only account role. This ensures that the users with this role will only handle Care cases and escalations. This may be useful if your Care agents are contractors and you want to restrict their access to the rest of your Emplifi environment.
Click Settings, then click Roles & permissions.
Click + Add account role.
The account role panel slides out.Click Care.
Select the level of access:
No access
Agent
Supervisor
Name your new account role.
Click Save.
Add Care options to an existing account role
In this scenario, you already have a customized account role that you want to expand to include Care roles.
Click Settings, then click Roles & permissions.
Click the role that you want to modify.
The account role panel slides out.Click Care, and select the level of access:
No access
Agent
Supervisor
Click Save.
Create a unique Care-specific role
In this scenario you want to create an account role that is tailored specifically for your team members who will deal with Care cases and escalations.
In this case, you have two options:
Option 1 - start with a blank sheet
Option 2 - modify a stock account role
Option 1 - start with a blank sheet
Click Settings, then click Roles & permissions.
Click + Add account role.
The account role panel slides out.Click Care.
Select the level of access:
No access
Agent
Supervisor
Name your new account role.
Continue adding options until your account role matches your needs.
You can modify the settings later.Click Save.
Option 2 - modify a stock account role
Click Settings, then click Roles & permissions.
Hover the cursor over the stock account role (with a padlock icon) that you want to modify.
Click the Duplicate option when it appears. We recommend starting with Account Admin role for Care Supervisors
Account User or Client role for Care Agent
Click Care, and select the level of access:
No access
Agent
Supervisor
Continue modifying stock settings until your account role matches your needs.
You can modify the settings later.Click Save.
Give users their new Care roles
After you create Care-specific account roles, you must assign those roles to individual users.
If you modified the existing role, you may ignore this procedure.
Follow these steps:
Click Settings, then click Users.
Select a user that you want to assign the Care role to.
In the Account role field, select the desired role from the drop down menu.
Repeat the steps above for every user that you want to give a Care role.
Create and assign a profile role for Care
To ensure that your Care agents can interact with a specific profile, you must create a profile role and connect it with the specific profile and the user.
Create a profile role
Follow these steps:
In Settings, click Roles & permissions.
Click the Profile roles tab.
Click Add profile role.
In the slide-out panel:
Name your new profile role.
In the Community permissions section, select the Create, Publish option.
Click Save.
Assign a profile role to a specific user’s profile
After you create a profile, role, you must connect it to a specific user profile. This creates a relationship between a user and specific profile with the profile role determining the permissions.
Follow these steps:
In Settings, click Users.
Find the specific user, then click the Profiles tab.
Find the profile to which you want to assign the profile role.
In the drop down menu in the Profile role column, select the profile role.
How to deal with deleted users
When you remove user’s access to the Care module, or delete a user from you Emplifi account, the user will remain assigned to the cases and custom views:
Deleted users appear in Care as Deleted users.
Users who lost access to Care are highlighted.