Set up Care permissions | Emplifi Documentation Center

Care access is controlled by a set of granular permissions. Each permission grants a specific capability — for example, working with cases, deleting cases, or managing case fields. Administrators combine these permissions in roles to build the level of access each team member needs.

This article defines the permissions and what each one allows. To learn where to configure them in your account, use the chooser below.

Configure these permissions in your account

How you set up Care permissions depends on which governance model your account uses. If you are not sure which one applies, see User Roles and Permissions .

Standard governance with Teams. Set up Care permissions in a team role. See Create Care-specific Team Roles .
Legacy governance model. Set up Care permissions in an account role. See Create Care-specific Account Roles and Profile Roles (Legacy Governance Model) .

For information about Teams, see Govern Access to Account Resources Using Teams .

Care permissions

The following permissions are available for Care. Manage cases permission is the main one granting the access to Care module. All other permission can be turned on independently once the main one is activated.

Permissions that control what users can do with cases

Permission	What it allows
Manage cases	Access Care and work with cases assigned to the user, plus cases available through shared views. This is the baseline permission for using Care.
See all cases	Extends access beyond assigned cases and cases available through shared views. The user can view and work with all cases in the account, including unassigned cases and cases assigned to other users.
Delete cases	Permanently delete cases in Care, both individually and in bulk. Without this permission, the Delete option appears disabled (unclickable) in the case detail and in the bulk action bar.

Permissions that control Care settings

Each of these permissions grants access to one area of Settings > Care. Without the permission, the corresponding entry in the Care settings sidebar is disabled for the user.

Permission	What it allows
Manage case fields	Create, edit, reorder, activate or deactivate, and delete case fields in Settings > Care > Case fields.
Manage views	Create, reorder, activate or deactivate, and delete views in Settings > Care > Views. The user also sees every view in the account in the Care module, including views that were not explicitly shared with them.
Manage SLA policies	Configure targets, milestones, and conditions in Settings > Care > SLA policies.
Manage resources	Manage Skills, Capacity, and Auto-assignment in Care settings (assign skills, set capacity limits, enable or adjust auto-assignment).
Manage Care workflows	Create and manage workflows in Settings > Care > Workflows — automation rules such as auto-close, auto-unassign, automatic status changes, and grace period.

Permission that controls Care reporting

Permission	What it allows
Access Care reporting	Access Care reporting in Dashboards and Unified Analytics, including the Care self-service data source.

What every Care user can do, regardless of permissions

The following actions are part of the baseline Manage cases permission. Every user who can access Care can do these things on the cases they have access to (whether assigned, available through a shared view, or — with See all cases — any case in the account):

Assign and unassign users to the case (see Assign a Care Case to a Care Agent ).
Change the case status (see Change the Status of a Care Case ).
Change the case sentiment (see Change the Sentiment of a Care Case ).
Change the case priority (see Change the Priority of a Care Case ).
Update case fields (see Update Case Fields in a Care Case ).
Update customer information (see Work with Care Cases ).

To interact with the customer in the case conversation (reply, like messages, and so on) and to assign a profile to a case, the user must also be assigned to the case. For more information, see Respond to a Care Case and Assign a Profile to a Care Case .

To delete a case, the user must also have the Delete cases permission. For more information, see Delete a Care Case .

Build a role for a specific Care job

Combine the permissions above to match the work a role is supposed to do. Some common patterns:

Front-line Care user. Only Manage cases. Works on assigned cases and shared views. Cannot change Care settings.
Team lead. Manage cases, See all cases, Manage views, and Manage case fields. Can oversee all cases and shape how the team organizes them, without full administrative control.
Care administrator. Every permission turned on. Full control over Care cases, settings, and reporting.
Reporting-only user. Only Access Care reporting. Sees Care metrics in Dashboards and Unified Analytics.
Senior agent. Manage cases, See all cases, and Delete cases. Can pick up unassigned cases or help across the team with an additional perk to delete cases.

For step-by-step instructions, see the procedure for your account type:

Teams accounts: Create Care-specific Team Roles .
Legacy governance model: Create Care-specific Account Roles and Profile Roles (Legacy Governance Model)

Connecting Care users to profiles

A Care user needs to be associated with the profiles they will handle cases for. How this association is set up depends on your governance model:

Teams accounts: Profiles are added to a team, and the users in that team gain access to the profiles based on their team role. For more information, see Govern Access to Account Resources Using Teams .
Legacy governance model: Profile access is controlled through profile roles, which are assigned to a specific user for a specific profile. For more information, see Create Care-specific Account Roles and Profile Roles (Legacy Governance Model) .

Care-Salesforce integration permissions

Setting up the bi-directional integration between Care and Salesforce requires specific administrative permissions in addition to Care permissions. To learn more, see Set Up an Account Role with Permissions for Salesforce Integration .