Best practices for permission sets

Last Update: Sep 2024 • Est. Read Time: 2 MIN
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Your users will only have access to what they are granted access to via permission sets. For example, even if you don't want all of your team members to assist customers directly, you can still ensure that they have access to all the other areas of Kustomer they'd need to assist your customer service team.

In this article

User and Team Management

We recommend that you set both Users and Teams to Read/View access within User Management. Doing this will allow your users to:

  • Assign a Conversation to another user or team.
  • Have conversations routed to them if Routing is configured.
  • Switch between their assigned teams to access their queues.
  • View reports that are related to other users or teams.
  • Build a workflow that assigns conversations to a specific user or team.
  • Know which user wrote an outbound message or last updated a certain settings item, etc.
  • Mention a user or team in a note.

If Teams > Read/View access is not given to a user, they will not be granted permissions that are assigned to them via Team permissions.

Important: Users and teams will also need access to the corresponding product area. For example, to build a workflow, a user will need Read/View access within User Management and Create access to Workflows.

Amazon Connect

Organizations with an Amazon Connect integration must ensure that users will have access to all incoming calls. It is recommended that all users and teams that respond to customer queries using Amazon Connect have the following access settings: 

  • Read/View & Create on all customers.
  • Read/View & Create & Update on all conversations.
  • Edit on the AssignedUsers Conversation field permission.

Shopify Actions

Organizations using the Shopify app integration may want to ensure that users can return and cancel orders directly within Kustomer. To do so, we recommend you give users the following Shopify access:

  • All Access to Shopify actions
  • Select the Run all actions (Return & Cancel) check box

Additional Recommendations 

Below is a list of additional recommended permissions that will allow users in your organization to access product areas that will enable them to get the most from Kustomer.

Area

Recommended Access
Allows users to
Klass ManagementKlassesRead/ViewView custom attributes and KObject data. This is also required if users need access to view reports that show custom attribute or KObject data.
Klass ViewsRead/ViewView Klass Views in the timeline.
Content ManagementShortcutsRead/ViewUse shortcuts and shortcut categories in conversations.
TemplatesRead/ViewUse email templates in conversations.
SnippetsRead/ViewUse snippets and snippet categories in conversations.
TagsRead/ViewUse tags in conversations.
CreateCreate tags while in a conversation.
Searches
Read/View & UpdateView and edit saved searches, as well as access reports that run searches.

Global Searches turned on (Optional)Search globally within the organization.
System SettingsConversation StatusRead/ViewUse custom snooze and sub-statuses in conversations.
Queues & RoutingRead/View & UpdateHave queued items routed to them and set their routing status.
Note: User should also have Read/View access to Teams.
WorkflowsRead/View (Optional)See which workflow updated a conversation.
Business RulesRead/View (Optional)

See which business rule updated a conversation.
SLAsRead/View (Optional)

See the name of the SLA that is assigned to a conversation.
SatisfactionRead/View (Optional)

See how a customer responded to CSAT surveys in their timeline.


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