Set up Care Roles - Agent and Supervisor

The Care module supports two user roles:

Agent
Focuses on responding to customers and resolving cases.
Supervisor
Manages the Care team and configures the Care module to support the processes for Care agents.

When you first open Care, all users with the “Account Admin” account role (see Account Roles) have the “Supervisor” level of access to Care. Users with different account roles cannot access Care unless they are assigned a Care-specific permission within their account role.

Levels of permissions

While the roles of agents and supervisors in the Care management and setup are clearly differentiated, they are rather similar when it comes to handling cases.

Here is what Care agents and supervisors can and cannot do depending on whether they are assigned to a case:

Operation	Agent/supervisor assigned to the case	Agent/supervisor not assigned to the case
Unassign themselves or the currently assigned user from the case	yes	yes
Assign themselves or another user to the case	yes	yes
Change the case status	yes	yes
Change the case sentiment	yes	yes
Change the case priority	yes	yes
Update case fields	yes	yes
Update customer information	yes	yes
Interact with the customer in the case conversation (reply, like messages, and so on)	yes	no
Assign a profile to the case	yes	no
Delete the case	yes	yes

To learn what agents and supervisors can and cannot see in the default Care views, see Use Standard Care Settings.

Connect Care roles with account roles, user groups, and profiles

To configure your Care setup to suit your requirements, see the following sections:

Create Care-specific Account Roles and Profile Roles

Care-Salesforce integration roles

Integrating bi-directional integration between Care and Salesforce requires setting up specific account level permissions. To learn more, see Set Up an Account Role with Permissions for Salesforce Integration.