Users – Each individual, or agent, is an internal user. Each internal user is given access to the Commerce Service Center application by an administrator. Users are members of an organization that has associated roles, allowing them access to the Commerce Service Center application

Your customers are defined as external users. Note: Configuring customer access to different sites or shops is done by creating segments, as described in the ATG Personalization Programming Guide and/or by creating scenarios and targeters, as described in the ATG Personalization Guide for Business Users

Organizations – You can group users by making them members of an organization. For example, you could set up organizations that are based on different geographic areas, or on different business units within your company. For additional information on creating and working with Organizations, refer to the ATG Business Control Center Administration and Development Guide

Roles – Roles determine the set of rights that are assigned to a user. Once you have created roles, you associate rights and users to the role. There are Global Roles, which work across all users and organizations, and there are organization-based roles, that usually correspond to tasks or a specific function

Access Rights – Access rights define tasks that the user can perform, for example, creating a new customer profile. Access rights are granted to a role. Commerce Service Center comes preconfigured with access rights that have been designed based on specific CSR agent activities. A subset of these rights is assigned to each Commerce Service Center role, and you assign the appropriate roles to agents to give them the access rights they need