Profiles

Profiles let you control what areas of B2C Service your staff members can access and what specific actions they can perform in those areas.

Profiles contain general options for Service administration functions and more specific options for each of the products within the system. For example, profiles define whether your staff members can view and edit business rules. They also define whether your agents can respond to customers, assign incidents, conduct chat sessions in B2C Chat, and perform other activities.

Navigation sets and custom workspaces are associated with profiles on the Profiles editor. While creating and using custom workspaces is optional, navigation sets must be created and associated with profiles before you add staff accounts. Otherwise, staff members will not have access to any records, reports, or components. See Overview of Navigation Sets and Overview of Workspaces.

You may decide to define your profiles based on the structure of your organization. For example, you may want separate profiles for administrators, managers, agents, sales representatives, marketing personnel, and knowledge engineers. After you create profiles, you can add staff accounts and assign a profile to each account.

Create the following items before adding profiles.

• Navigation sets—Profiles without navigation sets do not allow access to reports and other components. See Create a Navigation Set.
• Custom workspaces (optional)—If you use custom workspaces, we recommend creating them before creating profiles so you can assign workspaces to specific profiles. See Create a Workspace.