Although a Service Cloud account consists of only one Admin account, a user can perform similar roles to that of an Admin, allowing numerous users to manage the account.
š Note: Service Cloud is available as a standalone product as well as part of theĀ Unified Platform (which includes services fromĀ Marketing CloudĀ andĀ Service Cloud as of now). So, if you are subscribed to both products, you can manage all users (from both products)Ā and their access/permissions at the same place, that is, the Users & Permissions page on the Admin Center.
In this Article
- Adding a New User
- Managing Users and Permissions
- Service Cloud User Privileges
Adding a New User
To add a new user to the Service Cloud account, follow the steps below:
Ā
Log in to your Service Cloud account, then click the Admin Center [
] icon at the top application bar.
The Users and Permissions page opens displaying a list of all the existing users who have been given access by the Admin to manage the features present on the platform. To add a new user, clickĀ Invite.
On the Add User slider, enter the user's email address and set up their access and permissions.Ā Permissions are categorized into GENERAL and SERVICE. In the GENERALĀ tab, you can assign either a view only or full access to a user.
š Note: If you also have a Marketing Cloud subscription, you can see a Marketing tab dedicated to Marketing Cloud permissions.
In the SERVICEĀ tab, you can grant/revoke a user's permission to access the Service Cloud entirely, by toggling the Access permission between ON or OFF.Ā You can also grant either a view only or full access to users managing the Contacts and Tickets sections on theĀ Service Cloud application.Ā You can also enable the Support Emails option for users who need to manage the incoming customer tickets forwarded to the Ticket queue.
- If youĀ have a Marketing Cloud subscription, you'll also see the MARKETING tab where you can manage Marketing Cloud-specific permission for the users. To learn more about the various access controls available for Marketing Cloud, see ManagingĀ Users and Permissions in Marketing Cloud.
- Click SAVE.
Managing Users and Permissions
On the Index page, the user list is displayed as follows:
- Email: It mentions the Email Address of the user.
- Access: Displays for which platform the user has access.
- Role: Displays the status of an agent within the operations team. An agent can be an Admin, a primary contact, or a user.
- Actions: This section allows you to Edit, Duplicate, or Delete a user from the list.
š Note: Admins cannot be deleted from the list.
If you want a user to be a point of contact for communications from Maropost, you can edit the user permission to set the user as theĀ Primary Contact.
š Note: A Service Cloud Platform can only have one primary contact per account.
Service Cloud User Privileges
Contacts
Once a user has been given contact access (Full Access), they can view, filter, and manage a list of contacts that are added to the Service Cloud Platform. Agents can also create new contacts. View Only gives limited control to agents while handling the Contacts section.
Tickets
Full access to this section enables agents to handle and reply to incoming customer tickets. Agents can also create new tickets that can be assigned to other agents.
Support Emails
With the help of this privilege, agents can configure and verify support emails. Such Support emails are used to route incoming customer emails as tickets to the Service Cloud Ticket Queue.