User Permissions
User Permissions control the access each Standard user has to features, functionality, and data within Case Central. Individual rights may be fine-tuned not only to ensure precise control over security and privacy, but also to align with operational processes.
Certain Permissions control a user's access to the cases themselves. These rights are set by selecting the role(s) the user will fill in processing cases and applying that to the system's Case Inventory, or universe of cases within an organization's Case Central environment. Essentially, these settings define the user's relationship to a case.
Case Inventory access roles:
Assigned as Case Lead – the user will only see cases where they are assigned as the Case Lead
Member of the Support Team – the user will only see cases where they are part of the case Support Team
Member of the Case Queue – the user will only see cases that are assigned to the Queues to which they belong
All Cases – the user will see all cases in the system
To facilitate the set up of a user's Permissions, Permission Templates can be created and applied to users to help define their privileges within the system.
Note
The application of a Permission Template does not restrict the flexibility to edit a user's access privileges. Specific access to features, functionality, and data can still be fine-tuned as required. The Permission Template can simply be used as a starting point.