Navigation sets control the navigation lists and buttons that staff members see on the navigation pane of the agent desktop.
Every staff member has a profile, and every profile must include a navigation set that all staff members with that profile use when they work in B2C Service. A navigation set is a combination of navigation buttons and their associated navigation lists. If you do not create navigation sets and assign them to profiles, staff members will not have access to navigation buttons and lists.
You can perform any of these tasks:
- Configure navigation sets to provide access to only areas of the system that staff members need
to perform their job.
For example, an agent working in your technical support group probably does not need access to marketing campaigns or sales opportunities. In that case, navigation lists for Campaigns and Opportunities can be left off their navigation sets.
- Create as many navigation sets as your organization needs.
When you add a profile, you select the navigation set that staff members with the profile will use. The staff members assigned to the profile have access to only those reports and items defined in their profile navigation set unless you allow staff members with that profile to customize their navigation set. See Add or Edit a Profile and How You Customize Navigation and Configuration Lists.
- Add reports and components to the navigation buttons.
You also can add Quick Search reports to navigation sets to allow searching for contacts, incidents, or other types of records directly from the navigation pane. The first time you open the Navigation Sets explorer, the right side is generally empty because no navigation sets have been created.
After you create navigation sets, the explorer displays the tree structure on the left and navigation sets on the right. The explorer includes options to copy, edit, delete, and rename any navigation set that you create. Public and private reports and dashboards can be added to navigation buttons. However, staff members must have the appropriate Analytics permissions in their profile to open them.
The Navigation Sets explorer does not contain standard folders, but you can create custom folders to help keep your navigation sets organized. For information about working with folders, see Add Folders. For detailed information about explorer functionality, see Open the Reports Explorer.
To understand how navigation sets, profiles, and staff accounts work together, see Create Navigation Sets, Profiles, and Staff Accounts.
If your installation of Service contains multiple interfaces, also see Staff Member Accessibility.