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Summary
This article outlines common roles in EngageIP and tasks typically performed by those roles. Links to training content for roles and how to configure roles in EngageIP can be found below.
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The admin role is one that encompasses all permissions in the system. The users with this level of access would be ones involved with the configuration of the system, setup, editing of packages and services and other tasks mostly relating to the setup tab.
Customer Support Rep / Customer Support Manager
Customer support representative roles involve employees directly related to customer interaction / satisfaction and day to day management of end customer accounts. They would have permissions for updating customer contact information, changing passwords, adding, removing packages and sending invoices.
Role Based Tutorials – Customer Support / Customer Support Manager
Accounting Personnel
Accounting personnel permissions are centered around financial information tasks within EngageIP. These include access to owner reports, access to invoices for reconciliation and the ability to export data. This role should have an overall knowledge of the customer support role as well.
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For sample role templates that can be imported or used as a guideline, see the Role Configuration article.