Take Care Effectiveness to Another Level

You can boost the efficacy of your Care operations by using User groups.

Typically, a user in your Emplifi organization has individual social media profiles assigned to them. This is perfectly OK for smaller operations. However, even relatively small organizations could benefit from creating user groups with assigned profiles.

The Care module is designed to handle escalations with a more nuanced approach to assigning agents to handle individual cases. You can group Care agents or supervisors by, for example:

• product knowledge

• social network

• region

• cultural background

• language skills

• etc.

A user group is a logical unit of users who share certain common characteristics of your choice.

How to use groups with connected profiles in Care

In this scenario, you are a Europe-based business. Your focus is on Europe but you see some uptake in North America which you want to sustain and grow. You also notice that your products attract Spanish and French speaking residents of the US, Mexico, and Canada.

How do you handle this?

• Create a group of agents who would work by a different time zone schedule to handle North American cases and assign English profiles to that group.

• Create two other groups - one for your Latino followers, one for the Quebecois.

  • A single agent can be a member of both groups

  • Even if you have a single agent in, say, the Quebecois User group, to handle 10 French language profiles, it still creates a more efficient Care environment.

• Create a profile role that you assign to user groups. This is similar to connecting a user with a profile role and allows the entire group to connect with specific profiles. For more information, see the Create a profile role section in Create Care-specific Account and Profile Roles.

Create a user group, assign users and profiles

Follow these steps:

1. Click Settings, then click User groups.

2. Click + Add group.
   An Add group pop up appears.

3. Name the new group and click Add group.

4. In the Users tab, Click Assign user to group.

   

5. In the pop-up window that appears, select the user(s) that you want to the group, then click Assign users.
   You return to the User group page.

6. Within the User groups menu, click the Profiles tab, then click Assign profile to group.

   

7. Select the desired profiles, then click Assign profiles.
   Use the platform filter to find the profiles quickly.

   

8. Click Choose permission set to assign profile role to all the profiles within the given user group.

   

   You have now enabled every user in the group to interact with the assigned profiles.

Recommendation

After you add a user or a profile to the group, ensure to re-flash the permission set for the whole group (step 8 ). This ensures that new members and assigned profiles will be governed by the same permission set.