1. Implementing Service Center with the Classic User Experience
  2. How do I define data security policies for custom roles?

How do I define data security policies for custom roles?

There are data security policies available for interactions which enable you to do the following:

  • Provide self-service users a view of interactions where they're the primary contact.
  • Provide service users a view of all service interactions.
  • Provide help desk users a view of all help desk interactions.

These policies are available with the predefined duty roles as listed in the following table. You can also add these policies to custom roles.

The following table lists the data security policy Service Interaction Header and its enforcement across predefined duty roles.
Duty Role Business Object Condition
Customer Self-Service Usage Can Manage Service Interaction Header For all my interactions
Service Request Administrator Can Manage Service Interaction Header For all CRM interactions
Service Request Channel User Can Manage Service Interaction Header For all CRM interactions
Service Request Contributor Can Manage Service Interaction Header For all CRM interactions
Service Request Power User Can Manage Service Interaction Header For all CRM interactions
Service Request Troubleshooter Can Manage Service Interaction Header For all CRM interactions
Conversation Message Management Can Manage Service Interaction Header For all CRM interactions
Conversation Message Administration Can Manage Service Interaction Header For all CRM interactions
HR Help Desk Administration Can Manage Service Interaction Header For all human resource interactions
HR Help Desk Service Request Management Can Manage Service Interaction Header For all human resource interactions
HR Help Desk Analysis Can Manage Service Interaction Header For all human resource interactions
Internal Service Request Administration Can Manage Service Interaction Header For all human resource interactions
Internal Service Request Analysis Can Manage Service Interaction Header For all human resource interactions
Internal Service Request Management Can Manage Service Interaction Header For all human resource interactions
HR Service Request Analysis Can Manage Service Interaction Header For all Help Desk interactions
HR Service Request Administration Can Manage Service Interaction Header For all Help Desk interactions
HR Service Request Management Can Manage Service Interaction Header For all Help Desk interactions

If you've created a custom job role, you must add one of the Data Security Policies mentioned in the previous table.

Here's how you do it:

  1. On the Roles tab of the Security Console, search for and select your custom role.

  2. In the search results, click the down arrow for the selected role and select Edit Role.

    The Edit Role: Basic Information page is displayed.

  3. Click the Data Security Policies train stop.

  4. Click Create Data Security Policy.

    The Create Data Security Policy dialog box is displayed. A Start Date value is automatically assigned to the policy but can be changed.

  5. In the Policy Name field, enter a policy name.

    The names of predefined data security policies begin with the words Grant on.

  6. Search for and select the database resource Service Interaction Header.

  7. In the Data Set field, select Select by instance set.

  8. Select a Condition Name.

  9. In the Actions field, select the actions to which this data security policy applies.
    Note: The Manage, Update and Read Actions are required for Chat or Call Center Agents.

  10. Click OK to save the data security policy.

  11. Click the Summary train stop.

  12. Click Save and Close to save the role.

  13. Click OK to close the confirmation message.