Service center user roles
There are three main types of service center user. Each role serves a distinct purpose in the organization. In some organizations, service center users can serve multiple roles. For example, a user can be assigned access rights and privileges of a case administrator and a case manager.
See Role-based settings.
Configuration Administrator
Setup administrators manage site setup and ongoing configuration.
Case Administrator
A case administrator oversees the performance of the service center, service groups, and service agents. Case administrators monitor progress on cases in the employee populations to which they are assigned. They have access to a specific set of reports that are unique to the role. This role can be given privileges that differ from that of other service roles. Service center users who function only as case administrators do not belong any service groups and cannot be directly assigned to cases.
Case Manager
A case manager can be assigned to work on cases. Case managers manage one or more service groups and serve the employee populations that are assigned to those groups. Case managers belong to one or more service groups. They have access only to cases and employees to which they are assigned. This role can be granted privileges that differ from that of other service roles.
Case Agent
A case agent is assigned to work on cases. Case agents belong to one or more service groups and serve only the employee populations that are assigned to those groups.
Field Representative
A field representative is an employee, not a service center user, who has permission to create cases on behalf of certain other employees. Unlike case administrators, case managers, and case agents, field representatives do not serve populations. Instead, field representatives serve jurisdiction groups. A jurisdiction is a custom group that includes all of the employees that a field representative serves. Field representatives use the Field Representative Ask self-service web application to create cases regarding the employees in their jurisdictions. These cases are considered the field representative’s cases: the field representative is the Employee on the case and employee for whom the case was created is the Regarding employee. Field representatives can exchange dialogue with the service center, track progress and retain reference to their cases.