How Custom Navigation Sets Work with Profiles
Custom navigation sets give staff members permission to change the items in their navigation lists.
If you assign the Customize Navigation Sets permission in a profile, it is important that you understand what happens when you edit the navigation set associated with the profile. Some changes you make to the navigation set automatically override changes made by staff members, while other changes have no effect on the navigation set you define.
Tip: Staff members can reset their navigation set to their
profile default navigation set by accessing their navigation pane
settings (), and then selecting
the Reset Navigation Set to Profile Default check box. See Change Your Navigation Pane Settings.
We recommend that you consider the following implications when updating navigation sets.
- Changing the default navigation set for a profile resets all navigation lists. All personalized navigation lists are removed.
- Changing the profile for a specific staff account removes the staff member’s personalized navigation lists.
- Adding or removing buttons from navigation sets determines what buttons are available on staff members’ navigation sets, even if those staff members have permission to personalize their navigation set. After buttons are added to or removed from navigation sets, the changes are applied to staff members’ navigation sets the next time they log in to the agent desktop.
- Editing navigation sets to add or remove items, such as reports or explorers, from navigation lists, has no effect on staff members’ navigation sets if their profiles include the Customize Navigation Sets permission. To apply the changes to those staff members’ navigation sets, you must edit their profiles and clear the Customize Navigation Sets check box. When you do so, all personalized navigation lists are removed and staff members use the navigation set defined in their profile.