Create a Role for Custom Customer Service Representatives
The out-of-the box authoring role (Customer Service Representative), does not have all the capabilities that a customer service representative needs to work with Knowledge in the Redwood User Experience. So, apart from associating the out-of-the-box role to the user, you also need to provide certain additional duties and privileges to the user. To provide these additional privileges, you need to create a custom customer service representative role with the required Function Security policies and Data Security policies using these steps:
- Sign in as the setup user.
- Go to Tools, and click Security Console.
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On the Roles page, click Create Role.
The Create Role wizard appears.
- On the Basic Information page, provide:
- A Role Name, for example: Knowledge Customer Service Representative Role
- A Role Code, for example: KM_CSR_Role
- Role Category as Common - Abstract Roles
- Click Next.
- On the Function Security Policies page, click Add Function Security Policy, search for and select Access Knowledge Home in Service with Redwood User Interface, and click Add Privilege to Role.
- Click Next.
- On the Data Security Policies page, create the following data security policies:
- For Content Types:
- Click Create Data Security Policy.
- Enter a data security Policy Name for content type, for example: DSP_Content_Type.
- For Data Resource, search for and select “Knowledge Content Types”, and click OK.
- Ensure Data Set is set to “Select by Key”.
- Enter the Reference Key for the custom content type you created previously. For example: TROUBLESHOOTING.
- From the Actions menu, select the following:
- View Article of a content type
- Click OK.
- For User Groups:
- Click Create Data Security Policy.
- Enter a data security Policy Name for content type, for example: DSP_User_Group.
- For Data Resource, search for and select “Knowledge User Groups”, and click OK.
- Ensure Data Set is set to “Select by Key”.
- Enter the Reference Key for the user group you created previously. For example: VISION_SERVICE_USER_GROUP.
- From the Actions menu, select "Access Content with User Group".
- Click OK.
- For Department:
- Click Create Data Security Policy.
- Enter a data security Policy Name for content type, for example: DSP_Department.
- For Data Resource, search for and select “Knowledge Departments”, and click OK.
- Ensure Data Set is set to “All values”.
- From the Actions menu, select "Access Content with Department".
- Click OK.
- For Content Types:
- Click Next to view the role hierarchy.
- Click Next to view the segregation of duties.
- Click Next to view users.
- Click Next to review the summary.
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Click Save and Close.
You get a confirmation message. For example: Your process 129450 was submitted. Check the status on the Administration tab.
- Click OK.
Congratulations! Your customer service representative, Devon Smith is all set to perform the customer service representative activities.