Defining Customer Service Roles

This article defines the roles and permissions related to the Customer Service section in the admin.

The Customer Service section allows admins to manage member profiles and provides an overview of member experience within courses.  

Customer service roles:

• Customer Support Rep


• Customer Support Manager

Both roles can do the following in the admin:

• View and search for members using keyfield data*


• View member dashboard screen


• View course details screen


• View notification details screen


• View data-feed details screen


• View data-feed audit log

*If Personally Identifiable Information (PII) is enabled for the admin, searches can be conducted using the first/last name of the member, or by using the member’s email address. With PII enabled, admins can also view email content that was sent to the member.

In addition to the list above, the Customer Support Manager role can do the following:

• Add a new member


• Reset a course for a member


• Retransmit data-feed events


• Change the email status of a member


• Resend emails to a member


• Perform several functions in the staging environment—login as member, anonymize member, unlock the next session, fast forward to a specific segment within any session, and reset a session.