Overview

This section will help you understand how to add Team members and give them the required access to the product. You can even disable the Users, reset the password & give options to export.

Who is this for?

This article is primarily for admins responsible for setting up CustomerSuccessBox and wants to give the right access to the right team members, making sure their team has been added to CSB and has set up their respective accounts. 

Configuring and managing Team Members

From Team Members, you will be able:

• To manage users & give the right access level

• To update permissions or disable users.

• To initiate password reset emails to team members

• To restrict access for each team member to an appropriate level (to protect confidentiality and/or to restrict access to configuration areas to product areas).
  
  You need to follow the below steps to add a new Team Member.
  
  

• Click on the Gear icon present on the top right bar of the CustomerSuccessBox dashboard. Then click on the Team Management option.

• Once you are on the page, click on Add Team Member button to add a new Member.

• You will have to provide the below details.
  
  

  • First Name

  • Last Name

  • Email Id

  • Phone Number

  • Team Profile: It is a group of pre-defined permissions and can be associated with a team member. Each team member needs to have one profile associated. 

Pre-defined profiles	Description
Administrator	An ‘Administrator’ can access and manage the entire platform.
Super Manager	A ‘Super Manager’ can manage all accounts, segments, and Playbooks but doesn’t have access to the  ‘Settings’ panel.
Customer Success Manager	A ‘Customer Success Manager’ has access to their own accounts, unassigned accounts, and associated records. However, a Customer Success Manager cannot manage segments and playbooks.
Developer	A ‘Developer’ has limited access to the Settings, Accounts, User, Journey, Integrations, and Segment panel, as in, they can access ‘Developer Console’ under the Settings panel. They can also create new records and view all records. They have view-only access to playbooks and journeys. They can create/update segments but cannot delete any segment. All accounts and users are visible.
View-only	A ‘View-only’ user can only view the accounts but does not own any. They can create a note or task for other CSM. But no one can assign a task to this user.

• Access to Export: If checked, it will allow the user to export data from CustomerSuccessBox. If the feature is enabled for any user they can see export functionality available on the Accounts and User page.

Note: As an admin, you will have the privilege to grant or revoke access to the export features to any other user in CustomerSuccessBox.

• Click on the Add button to finish.

• You will get a confirmation message. Once you confirm, a Welcome email is sent to your new team member, and they can then use the link to reset their account password if needed.

Note: Account access is hierarchical i.e. any child or dependent objects such as 'Subscriptions', 'Users', 'Tasks', 'Milestones' and 'Usage Events', etc. cannot be accessed if the Account does not have the permissions.

Managing password and access of team members

As an administrator, you can reset the password of team members.

• To reset the password of any team member, click on  icon beside a particular team member's name on the Team Management page. Once you reset the password, the system will send a reset link to the inbox of the team member.

• To edit any existing team member details like Team profile or Roles, click on  icon. This option will also help you to change the access level by changing the profile of the team member.

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• You can also check or uncheck the Access to Export option based on whether you want the team member to export Account or User data from CustomerSuccessBox.

Click on the Save button once you finish making changes.

Note: The current user cannot downgrade their own access profile from "Administrator" if they are the only administrator available on the team.  You can also revoke the access of another administrator to export Accounts or User data from CustomerSuccessBox if you are an administrator.

You can also disable any team member from accessing CustomerSuccessBox by clicking on theicon while editing their details. You will get a confirmation message to immediately revoke the access from a team member. 

Click on the Confirm button to revoke the access.

Note: The current user can not disable their own user profile. User to be disabled should not be assigned as a “Customer Success Manager” for any account and should not be mentioned explicitly for a task in playbook configuration.

Managing Team-Members
As per the new enhancement, we can sort the team members based on their names (Alphabetically), Team Profile, Created On date, Last Active On. We can also view who created the team member in the CS Box application. 

We can sort the team members based on their recent activity. We can filter the active and disabled team members with the new upgrade. Please refer to the image below for more details on the UI. 

Contact Us

In most cases, you would have a dedicated Customer Success Manager who will be your point of contact for any queries or assistance. You can always:

1.  Initiate a chat directly from within your CustomerSuccessBox. Use the Chat option from the Chat icon in the left-side navigation bar.

2. Create a conversation from here.

3. Send an email to the Support team.