Grant access
To grant access to the support portal, create a role from the Customer support template and assign it to your support agents.
Support agents assigned the Customer support role can access the support portal but not the Campaign Manager. To enforce this, a support agent can't have other roles.
Customer support roles created before the release of the support portal are custom roles. They keep their existing permissions but don't grant access to the support portal. To recreate these legacy permissions without support portal access, create a custom role.
Admin users retain access to both workspaces and can open the support portal directly via the Support portal on the Campaign Manager's left-side menu.
Configure role permissions
The Customer support role has preset permissions. Configure these two settings when granting access:
- Application permissions: Select the Applications the agents can access.
- Loyalty program permissions: Select specific programs and set a point limit to unlock the Loyalty tab on customer profiles.
The following table shows what each role can do in the support portal:
| Action | Customer support role | Admin role |
|---|---|---|
| Search for records | Yes | Yes |
| Request a coupon or a gift card | Yes | Yes |
| Add loyalty points | Yes* | Yes |
| Deduct loyalty points | Yes | Yes |
| Approve or reject requests | No | Yes |
*To add more points than the loyalty point limit, support agents create a request that an admin user approves.
Admin users working in the support portal use the same request flow as support agents. To generate coupons and gift cards directly without a request, admin users use the Campaign Manager.
Best practices for role provisioning
If you provision roles through single sign-on, support agents keep access to the Campaign Manager.
When you provision the Customer support role, follow these best practices:
- Assign the role directly in the Campaign Manager, not through your identity provider.
- Set a loyalty point limit for each loyalty program so admin users review large point adjustments before they apply.
- Verify that the support agent can sign in to the support portal and can't open the Campaign Manager.