Selecting Admin in the Navigation bar and then selecting Operations>Users in the sub-menu navigation opens the Users screen.


This screen allows you to:



Viewing Existing Users

The Users screen contains a table that displays the following information and functions for each user:

  • Checkbox: You may select one or more user(s) by checking the checkbox(es) next to the user(s) you want to select.
  • Quick Edit: Clicking the Quick Edit icon (lightning bolt) for a user opens the Quick Edit pane for that user (see Quick).
  • Edit: Clicking the Edit icon (pencil) for a user opens the User Details screen for that user (see Full).
  • Delete: Clicking the Delete icon (trash can) for a user deletes that user from Support.com® Cloud (see Deleting a User).
  • Email: Email address of the user.
  • First Name: First name of the user.
  • Last Name: Last name of the user.
  • Phone: Phone number of the user.
  • Role(s): Role(s) granted to that user (see Roles - opens a new article).
  • Team(s): Team that the user is assigned to (see Teams - opens a new article).
  • Skills(s): Skills(s) that the user is assigned to. This affects transferring sessions by Skill, based on Agent availability. See Skills, Availability, and Transferring a Session (links open new articles).


back to top



Adding a User

To add a new user to Support.com Cloud:

  1. In the Users screen, click the green Add New button at the top right of the table.

    The User Details screen appears for the new user.

  1. Enter the following Identification information in the appropriate fields:
    • First name (required)

    • Last name (required)
    • If you want to assign the user to one or more Team(s), then click the Team(s) field and click each Team to which you want to assign the user in the menu that appears. Added Teams appear in the Team(s) field. If you added a Team by mistake, click the Remove Team icon (X) for the Team(s) you want to remove.

    • If you want to assign the user to one or more Skill(s), then click the Skill(s) field and click each Skill to which you want to assign the user in the menu that appears. Added Skills appear in the Skill(s) field. If you added a Team by mistake, click the Remove Skill icon (X) for the Skill(s) you want to remove. See Skills (link opens a new article) for more information about working with Skills.
  1. Enter the following Contact information in the appropriate fields:
    • Email address (required)

    • Phone number (optional)
  1. Assign a password for the user in the Password field (required). A password must contain at least eight characters and include at least one uppercase (capital) letter, one lowercase letter, and one digit. Special characters (such as !, @, #, etc.) are allowed.
  1. Reenter the password in the Confirm Password field (required).
  1. Assign at least one Role to the new user by selecting the Roles tab and then clicking the Add Role icon (plus sign) next to each role that you want to add. The available roles are:
    • Administrator: Allows the user to perform administrative tasks. Selecting this role also grants Agent and Path Designer privileges to that user, which you can remove if needed.

    • Agent: Allows the user to use Paths to provide direct support to consumers.

    • Analytics: Allows the user to access the Analytics section of Support.com Cloud.

    • Path Designer: Allows the user to create, edit, and remove paths.

  • Added roles appear in the Assignments section of the User Details screen. If you added a role by mistake, click the Remove Role icon (minus sign) for the role(s) you wish to remove. Please see Roles (opens a new article) for more information about Support.com Cloud roles.

  1. Review the information you entered for the new user, and then click the green Save button.


Support.com Cloud will do the following:

  • Add the new user.
  • Send a welcome email to that user at the email address that you supplied
  • Close the User Details screen and return you to the Users screen.


back to top



Editing a User

Support.com Cloud allows you to perform either a quick or full edit for a user.

  • Quick edit: See Quick.
  • Full Edit: See Full.


back to top


Quick

To quickly edit a user:

  1. Click the Quick Edit icon (lightning bolt) for the user you want to edit.

    The Quick Edit pane expands for that user.


  1. You may edit any of the following information in the appropriate field(s):
    • First name

    • Last name

    • Email address

    • Phone

    • Password. If you change the user’s password, then you will need to reenter that password in the Confirm Password field. A password must contain at least eight characters and include at least one uppercase (capital) letter, one lowercase letter, and one digit. Special characters (such as !, @, #, etc.) are allowed.
  1. Click the Update button to save your changes.


Support.com Cloud will do the following:

  • Update the user.
  • Close the Quick Edit pane and return you to the Users screen.


back to top


Full

To perform a full edit for a user:

  1. Click the Edit icon (pencil) for the user you want to edit.

    The User Details screen appears for that user with their current information populated in the appropriate field(s).

  1. Edit some or all of the following information in the appropriate fields, as needed:
    • Email address (required)

    • First name (required)

    • Last name (required)

    • Phone number (optional)
  1. If needed, enter a new password for the user in the Password field (required). A password must contain at least eight characters and include at least one uppercase (capital) letter, one lowercase letter, and one digit. Special characters (such as !, @, #, etc.) are allowed.
  1. If you changed the user’s password, then you must reenter the password in the Confirm Password field (required).
  1. If needed, assign at least one Role to the new user by selecting the Roles tab and then clicking the Add Role icon (plus sign) next to each role that you want to add. The available roles are:
    • Administrator: Allows the user to perform administrative tasks. Selecting this role also grants Agent privileges to that user, which you can remove if needed.

    • Agent: Allows the user to use Paths to provide direct support to consumers.

    • Analytics: Allows the user to access the Analytics section of Support.com Cloud.

    • Path Designer: Allows the user to create, edit, and remove paths.
  • Added roles appear in the Assignments section of the User Details screen. If you added a role by mistake, click the Remove Role icon (minus sign) for the role(s) you wish to remove. Please see Roles (opens a new article) for more information about Support.com Cloud roles.

  1. If you want to edit the user’s team assignment(s), then select the Teams tab and click the Add Team icon (plus sign) for each Team to which you want to assign the user. Added Teams appear in the Assignments section of the User Details screen. If you added a Team by mistake, click the Remove Team icon (minus sign) for the Team(s) you want to remove.
  1. Review the updated information you entered for the user, and then click the green Save button.


Support.com Cloud will do the following:

  • Update the information for that user.
  • Close the User Details screen and return you to the Users screen.


back to top



Deleting a User

You may delete one or more user(s) as follows:

  1. Select the user(s) to delete.
    • To delete a single user, click the Delete icon (trash can) for that user.

    • To delete one or more user(s), check the checkbox(es) for the user(s) that you want to delete, and then click the Delete Selected button at the top right of the table.
  1. A confirmation popup appears. This popup will indicate if the affected user(s) have any sessions assigned to them.

  1. Click Yes to delete the user(s).


Support.com Cloud will:

  • Terminate the user(s) account(s).
  • Close the confirmation and return you to the Users screen.


back to top