Roles and Permissions

1. Feature Overview

In Service CRM, there are five default Service Roles, listed below in order of permissions/access –

Admin – They have access to all configurations and features in Service CRM, including login access to the Sales platform, and access to the Users and Permissions page. Admins can create other user role and edit permissions given to all Non-admin roles.

By default, each role has the following permissions –

RoleCreateViewAdd Internal NoteUpdate
SupervisorYesYesYesAll tickets
Group ManagerYesYesYesTickets in their Service Group
AgentYesYesYesTickets assigned to them
Light AgentNoYesYesNo

Once users are created, you can add them to service groups and assign them tickets (either manually, or by setting up assignment rules).

Note: User roles in Service CRM are independent of those in the Sales CRM platform.

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2. Prerequisites

  • Service CRM is a paid feature. To enable it, contact your account manager, or write to scsupport@leadsquared.com.
  • You must be a Service CRM Admin to create other users.

 

3. Create Service Roles

In addition to the five default Service Roles, you can create custom Service Roles based on your organization’s needs. Examples of custom user roles are Support Managers, Escalation Supervisors, and more. To create custom roles –

  1. Once you log in to LeadSquared (https://login.leadsquared.com/), navigate to My Profile>Settings>Service Cloud.
  2. Under User Management, click Roles & Permissions.
  3. On the Roles and Permissions screen, click Create New Role.
Note: To know the maximum number of custom Service Roles that can be created in your account, please contact your account manager or email scsupport@leadsquared.com.

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3.1 Basic Details

On this tab, add the following basic user role details. This will help identify the role internally –

  • Name – The display name for the user role.
  • Type – The role type. This is set to Custom by default.
  • Description – A brief description of the user role. This is optional.
  • Assign Tickets to users with this role – If you want other user roles to be able to assign tickets to the user role you’re creating, select Yes.
  • Assign Tasks to users with this role – If you want other user roles to be able to assign tasks to the user role you’re creating, select Yes.
  • Can be tagged in Internal Notes – If you want other user roles to be able to tag the user role you’re creating in Internal Notes, select Yes.

Once you’re done, click Next.

Note:

  • You cannot edit a default user role.
  • For a custom user role, you can edit and update all the details listed above (except for the Type).

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3.2 Permissions

Once a service user role is created, you can configure the permissions to control the access granted to this user role from the Permissions tab –

  • Ticket Permissions – Control the actions this user role can perform on a ticket. Enabling a checkbox allows the user role to perform that specific action. For example, enabling the checkbox alongside Import Tickets allows the user to import tickets into LeadSquared. Some actions you can configure are Create Ticket, Create Child Ticket, View Ticket, Update Ticket, Delete Ticket, etc.
  • Analytics Permissions – Control whether the user role can view the dashboard and report analytics associated with the tickets created in your account. Enabling a checkbox grants the user role permission to view that specific feature. For example, under All Tickets, if the checkbox alongside View Dashboard is enabled, then this user role can view all the tickets from their Dashboard.

Once you’re done, click Next.

Note: Unlike the Sales Platform, where Permission Templates control user actions, in Service CRM, permissions are configured when creating a user or editing an existing user.

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3.3 Default Views

Configure the default views available to the user role from the Ticket Views tab. This controls what the user can see under each tab. For example, if you only enable Unresolved tickets under the All Tickets tab, the user can only see all the Unresolved tickets in the account, and nothing else.

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On the Default Views tab, you can configure the views for the following categories on the Ticket Views page –

  1. All Tickets – Controls which tickets (e.g., All tickets, Overdue tickets, etc.) you can view among the tickets created at the account level.
  2. My Tickets – Controls which tickets (e.g., Unresolved tickets, Escalated tickets, etc.) you can view among the tickets assigned to you.
  3. My Groups – Controls which tickets (e.g., Trash, Escalated tickets, etc.) you can view among the tickets assigned to your group.
  • To enable the view against a ticket, enable the Slider slider.
  • To reorder the ticket list within a category, drag and drop the tickets in the order of your preference.
  • To reorder the list of categories, drag and drop the categories in the order of your preference.

Once you’re done, click Save.

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3.4 Other Actions

Once a user role is created, you can perform the following actions from the Roles and Permissions screen –

  1. Edit – Allows you to edit the user role details and permissions.
  2. Disable – Let’s you disable the user role. Once disabled, this user role cannot access the Service CRM tool.
  3. Clone – Enables you to clone an existing user role.
  4. Delete – Deletes the user role.
Note: You can perform these actions only on custom User Roles.

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4. Create Service Users

The process of creating users in your account is similar to the process of creating Sales CRM users.

  1. Once you log in to LeadSquared (https://login.leadsquared.com/), navigate to My Profile>Settings>Users and Permissions>Users.
  2. Click the Create button, and on the Create user pop-up, enter the following details –
    • First Name – The user’s first name (e.g., David).
    • Last Name – The user’s last name (e.g., Brent).
    • Email Address – The user’s official email address (e.g., david.brent@whogg.com).
    • Phone (Mobile) – The user’s phone number.
    • User Type – From the list of options, select Service Cloud.
    • Role – From the list of options, choose the Service Cloud user role you want to assign to the user. You can select from the default or custom roles available on your account.
    • Reporting to – Choose the user to whom you want the current user to report.
    • Team – Choose the team you want the user to join.
  3. To add more users, click Create and Add New. Once you’re done creating users, click Create User. Your Sales User will now be visible in your LeadSquared account.

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5. Manage Service Permissions

Once an Agent is created, you can define limits on the the number of tickets they can be assigned through Telephony, Chat and Others (Email and manually created tickets). You can also assign them to a Service Group.

Note: The Service Permissions can be configured only for Agent user roles in your account.

This can be configured from the Users screen –

  1. Navigate to My Profile>Settings>Users and Permissions>Users.
  2. Alongside the agent for whom you want to define the permission, hover your cursor over LeadSquared - Settings icon, and click Edit.
  3. On the Edit user pop-up, navigate to the Manage Service Permission tab, and configure the following permissions –
    • Telephony – Enable the slider LeadSquared - Settings icon to allow the agent to work on tickets created through the telephony channel. Once you’ve enabled the slider, define the number of tickets this agent be assigned. For example, if you add 3, the agent will only receive up to 3 tickets created through telephony. When one of these tickets is closed, a new ticket created through telephony will be assigned to the agent.
    • Chat – Enable the slider LeadSquared - Settings icon to allow the agent to work on tickets created through the chat source. Once enabled, specify the number of tickets this agent can be assigned. For example, if you add 5, the agent will only receive up to 5 tickets created through the chat channel. When one of these tickets is closed, a new ticket created through chat will be assigned to the agent.
    • Others – Enable the slider LeadSquared - Settings icon to allow the agent to work on tickets created through other sources (such as email, manual creation, etc.). Once enabled, specify the number of tickets this agent can be assinged. For example, if you add 10, the agent will only receive up to 10 tickets created through these sources assigned to them. When one of these tickets is closed, a new ticket from any of these sources will be assigned to the agent.
    • Groups – This displays the Service Groups the agent is currently part of. Click the dropdown to view the list of other Service Groups in your account. You can add this user to any of these groups directly from this screen.
  4. Once you’re done, click Save.

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Next Steps

Once users are created, you can add them to Service Groups.

 

Any Questions?

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