Authenticated portal users are associated with a CRM Contact and must have the appropriate security role assigned.
If using a self-service portal, portal users must be assigned to Web Roles in order to gain permissions beyond unauthenticated users. For more information on portal security within this document, refer to the Web Roles section 64, or click here for Microsoft information
Security roles are a combination of privileges and access levels for the various entities. They are grouped under different tabs based on their functionality. These groups include: Details, Core Records, Marketing, Sales, Service, Business Management, Service Management, Customization, Missing Entities, Business Process Flows and Custom Entities.
Privileges define what action a user can perform in VeloCITY. Privileges can be modified but cannot be added or deleted. The default privileges for each entity are:
Levels of Access
There are 5 levels of access for each Privilege and they are shown below them. The 5 levels of access are:
There are 4 base security roles included with VeloCITY 365. Out of the box, users of the system MUST be assigned one, and only one of these base roles.
Base Role | Description | Can Read & Append activities to: | Can Create and Edit | Can Delete |
|---|---|---|---|---|
Velocity 365 | Suitable for call center agents or other customer service staff taking phone calls and creating service requests using the Agent Console. | Cases, subscribers, contacts, accounts, interaction (SR) types, tags, alerts & knowledge articles. | Cases, subscribers, contacts, accounts and activities. Can edit my own records and those that have been shared with me. | Nothing |
Velocity 365 Back Office | Suitable for departmental users who action service requests and/or assign them for action by others. | Cases, subscribers, contacts, accounts, interaction (SR) types, tags, alerts & knowledge articles. | Cases, subscribers, contacts, accounts, and activities. Typically this role would have full permissions for service requests also. | Nothing |
Velocity 365 Admin | Suitable for Configuration Managers who create and manage Interaction (SR) types and other administrative settings such as security. | Cases, subscribers, contacts, accounts, interaction (SR) types, tags, alerts & knowledge articles. | Cases, subscribers, contacts, accounts, interaction (SR) types, tags and alerts. | Cases, contacts, accounts, types, tags and alerts. |
Velocity 365 Read Only | User with only READ permission to the velocity features. May be suitable for senior managers, elected officials, etc. | Cases, contacts, accounts, interaction (SR) types, tags, alerts & knowledge articles. | Nothing | Nothing |
In order to provide more granular control over security, there are a number of additional permissions for specific features and functions which can also be granted to any of the roles above (Except the Road Only Role) based on your specific business requirements.
The additional permissions or “Add-on” roles are as follows:
Velocity 365 Add-On Role | Description | Can Read & Append activities to: | Can Create and Edit | Can Delete |
|---|---|---|---|---|
Create SR Role | Suitable for someone who can submit new service requests and hence – new cases. NOTE: This is NOT a standard OOTB security role and must be managed separately. Interaction types are related to security roles when they are created and that determines which roles get which permissions. Often it is appropriate to give this role or roles to all of the base roles above (except the read only role). | Service Requests | Service Requests | Nothing |
Tag Author | Suitable for someone who can create Tags | Tags | Tags | Nothing |
Tag Admin | Suitable for someone who can create AND delete Tags | Tags | Tags | Tags |
Alert Author | Suitable for someone who can create Alerts | Alerts | Alerts | Nothing |
Alert Admin | Suitable for someone who can create AND delete Alerts. | Alerts | Alerts | Alerts |
Content Author | Suitable for someone who authors knowledge articles | Knowledge Articles | Knowledge Articles Note: Can only author, not approve or publish | Nothing |
Content Approver | Suitable for someone who approves knowledge articles | Knowledge Articles | Knowledge Articles NOTE: Can approve/reject but not publish | Nothing |
Velocity 365 Add-On Role | Description | Can Read append activities to: | Can Create and Edit | Can Delete |
|---|---|---|---|---|
Content Publishing | Suitable for someone who publishes knowledge articles | Knowledge Articles | Knowledge Articles | Nothing |
Content Admin | Suitable for someone who is a full content manager | Knowledge Articles | Knowledge Articles | Knowledge Articles |
Work Order Read Only | Suitable for someone who needs read-only access to work orders (Requires work order solution) | Work Orders | Nothing | Nothing |
Work Order Agent | Suitable for a Field Agent or Back Office user who needs to create and assign Work Orders | Work Orders | Work Orders within their own Business Unit | Nothing |
Work Order Admin | Suitable for someone who can manage AND delete Work Orders | Work Orders | Work Orders | Work Orders |
ESRI Read Only | Suitable for someone who needs read-only access to ESRI Map records | ESRI Map, Map Layers, Server, Settings and Service Areas | Nothing | Nothing |
ESRI Author | Suitable for someone who creates and manages ESRI Map Records | ESRI Map, Map Laters, Server, Settings and Service Areas | ESRI Map, Map Laters, Server, Settings and Service Areas | Nothing |
ESRI Admin | Suitable for someone who can manage AND delete ESRI Map Records. | ESRI Map, Map Laters, Server, Settings and Service Areas | ESRI Map, Map Laters, Server, Settings and Service Areas | ESRI Map, Map Laters, Server, Settings and Service Areas |
Velocity 365 Add-On Role | Description | Can Read append activities to: | Can Create and Edit | Can Delete |
Cityworks Read Only | Suitable for someone who needs read-only access to Cityworks integration records | Cityworks integration log, integration mapping, integration status mapping and server | Nothing | Nothing |
Cityworks Author | Suitable for someone who creates and manages Cityworks integration records | Cityworks integration log, integration mapping, integration status mapping and server | Cityworks integration log, integration mapping, integration status mapping and server | Nothing |
Cityworks Admin | Suitable for someone who can manage AND delete Cityworks integration records | Cityworks integration log, integration mapping, integration status mapping and server | Cityworks integration log, integration mapping, integration status mapping and server | Cityworks integration log, integration mapping, integration status mapping and server |
Portal Read Only | Suitable for someone who needs read only access to Portal Entities | Portal Entities | Nothing | Nothing |
Portal Admin | Suitable for someone who can manage Portal Entities NOTE: This role MUST be added to the Velocity Admin role in order to succesully create Interaction (SR) Types. | Portal Entities | Entity Form, Content Snippet, Entity Form Metadata, Entity Permission & Web file | Nothing |
Every user must have a Security Role assigned
Assigning a Security Role to a user:
Navigate to Settings -> Security -> Users. The Users grid displays.
Select the user. The User Form for the selected user displays.
Click “Manage Roles” from the form navigation bar. The Manage User Roles dialogue displays.
Select desired roles and click OK.
Assigning a Security Role to a team:
Navigate to Settings -> Security -> Teams. The Team grid displays.
Select the team. The Team Details Form displays.
Click “Manage Roles” from the form navigation bar. The Manage User Roles dialogue displays.
Select desired roles and click OK.
Assigning a role to a team will automatically apply the same privileges to any user or queue within that team.
Assigning a role to a Business Unit’s default team will automatically apply to all users in that Business Unit.
