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 (see Assign a Care Case to a Care Agent) | yes | yes |
Assign themselves or another user to the case (see Assign a Care Case to a Care Agent) | yes | yes |
Change the case status (see Change the Status of a Care Case) | yes | yes |
Change the case sentiment (see Change the Sentiment of a Care Case) | yes | yes |
Change the case priority (see Change the Priority of a Care Case) | yes | yes |
Update case fields (see Update Case Fields in a Care Case) | yes | yes |
Update customer information (see Work with Care Cases) | yes | yes |
Interact with the customer in the case conversation (reply, like messages, and so on; see Respond to a Care Case) | yes | no |
Assign a profile to the case (see Assign a Profile to a Care Case) | yes | no |
Delete the case (see Delete a Care 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 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.