User roles

Service Assist users can be granted the following access levels which determine the view they will have in the Service Assist user interface:

  • No roles – Without any roles assigned, a user will have access to the simplified view of the front-office user interface. They will not have access to the Admin area.
  • Enhanced View – If this feature has been enabled for a user, they will have access to the enhanced view of the front-office user interface.
  • Admin – Users assigned this role will have access to the Admin area. Administrators can manage all actions in the Admin area such as, add or delete users, reset passwords, assign roles, edit configurations and themes, and set up TrustPortal agents.

    Administrators will see the simplified view of the front-office user interface unless the Enhanced view feature has been enabled for their account.

  • TPUM Admin – Users assigned this role will be able to configure and assign virtual roles to users as part of the TrustPortal User Management (TPUM) module. For more information, see Virtual roles (TPUM).

Users can have multiple access levels assigned at the same time. An administrator cannot edit the access level for their own account, only another administrator can do this.

Virtual roles (TPUM)

The TrustPortal User Management (TPUM) module can be used to enhance the user management capabilities in Service Assist. TPUM uses the concept of virtual roles, which are completely customizable aliases for individual users or groups of users that can determine the processes a user can access in the form of objects, for example, tiles, menu items, forms, or pages. A collection of TPUM objects is associated to a virtual role, which is then assigned to one or more users. The users assigned a particular virtual role then see the TPUM objects associated with that virtual role in the Service Assist user interface.

Users can be assigned more than one virtual role at the same time, which allows the granting of hierarchical user permissions. For example, a manager of a contact center team could have access to tiles exclusive to a manager by assigning them a specific Manager virtual role, while also having access to the same tiles as the contact center staff.

Prerequisites

The following must be carried out before configuring virtual roles as part of TPUM:

  1. Create and capture the objects to be used by TPUM, for example, the tiles, menu items, forms, or pages, in a Blue Prism process. See example below.

  2. Set the Current User within the process to application_user. This will be parsed as an input parameter to each tile, menu item, form, or page used. See example below.

  3. Name the required tiles, menu items, forms, and pages appropriately in the Blue Prism process. The names will be parsed as input parameters from the Main page. See example below.

  4. Run the Blue Prism process with the ‘application_user’ setting.

    The captured tiles, menu items, forms, and pages are now part of the TPUM setup and can be viewed in the Virtual Roles tab of the admin user interface. See example below.

Configuration

To configure a virtual role and assign it to one or more users:

  1. Click the Admin icon in the toolbar, click Virtual Roles and then Add new virtual role.
  2. Enter a name and a description for the new virtual role.
  3. If required, enable the Enhanced view option.
  4. Under Associated users, select the users you want to assign to this virtual role.

  5. Under Associated tiles/menu items/forms/pages, select the TPUM objects you want to associate with this virtual role. See example below for associated tiles.

  6. Click Save.

    The virtual role now displays in the Virtual Roles navigation menu and is also available for selection in the Virtual roles field on any user's Info tab. See example below.

    Any user associated with this virtual role can now see and interact with the associated TPUM objects in the Service Assist user interface. See example below for forms displaying as clickable tiles and menu items.

Limitations

The following limitations must be considered when configuring virtual roles:

  • TPUM objects (tiles, menu items, forms, and pages) associated with a virtual role are shared across users so updating them will impact all users who have been assigned that role.
  • Only tiles, menu item, forms, and pages can be shared using TPUM. No other objects can be shared in the current version of TPUM, but may do so in the future.
  • Individual user tags cannot be used in TPUM objects, as the object is shared and not created for each user. For example, if you have added a user tag to a tile, that tag will be used for all TPUM objects shared by all users. Any other features dependent on the user tag functionality, for example, action bars or tiles in pages, may not work with TPUM.

Bulk import of users

If your organization has a large number of users which need to be added to Service Assist and assigned virtual roles, you can use the Bulk Import feature.

  1. Click the Admin icon in the toolbar, click Bulk Import and then Add new bulk import.

  2. Download the Template CSV file, open it in Excel and add the required user configuration. See example below.

  3. Save the file.

  4. In the Bulk Import tab, click Search file to upload the file to Service Assist.

  5. Enter a name and a description for the new bulk import.

  6. If required, choose a date and time in the Schedule date field so the bulk import is carried out at a later time. The earliest time that can be scheduled is five minutes from the current time.

  7. Click Save.

    The bulk import displays in the navigation menu with the name of the user who initiated it and the date and time. See example below.

    All user configuration details and their status display on the page.

    If some of the user configuration details could not be uploaded, you can download the failed rows to investigate, or download the initial file.