Preset Role Descriptions
When adding users to Capacity, you'll need to assign a role. Preset roles allow you to manage access controls for your users.
Below is a breakdown of each preset role and the features it can access. A more detailed breakdown can be accessed here.
Admin: The admin role has access to all features.
Developer: The developer role has access to all features with the exception of Settings.
Helpdesk Manager: The Helpdesk manager has access to Analytics, Cloud Drive, Cobrowse, Helpdesk, Knowledge Base, Session Replay, and Sites.
Helpdesk Agent: The Helpdesk agent has access to Cloud Drive, Helpdesk, Knowledge Base, and Sites.
Knowledge Base Manager: The Knowledge Base manager has access to Cloud Drive, Helpdesk, Knowledge Base, and Sites.
Live Chat Manager: The Live Chat manager has access to Analytics, Cloud Drive, Cobrowse, Knowledge Base, Live Chat, Session Replay, and Sites.
Live Chat Agent: The Live Chat agent has access to Cloud Drive, Cobrowse, Knowledge Base, Live Chat, and Sites.
Survey Manager: The Survey manager has access to Surveys and Session Replay.
Survey Agent: The Survey agent has access to Surveys.
Chat User: Chat users have access to the concierge only and do not have access to the Capacity Console.
Your organization may not have access to all of the above features; please reach out to your CSM if you're interested in learning more. Some features may still be in development.