Assigning Permissions for FAQs

 

Select FAQs on the Details tab in the Support Representative Management | Roles screen to allow or disallow functions such as creating, viewing, deleting for frequently asked questions and the topics by which frequently asked questions are sorted on the Desktop and mySupport portal.

Reader

Click the Reader checkbox or select View Topic/FAQ to allow the support representative to view frequently asked questions on the Desktop. If this option is not selected, no frequently asked questions will be available to the support representative in predefined views, the View Designer, and the Chart Designer on the Desktop.

Author

Click the Author checkbox to select both Author permissions, or select:

  • Create New Topic to allow the support representative to create topics for sorting frequently asked questions on the Desktop and mySupport portal. If this option is not selected, the Topic field label will not be a link in the FAQ entry screen.

  • Create New FAQ to allow the support representative to create frequently asked questions. If this option is not selected, the FAQ option will not be included on the Desktop Create menu.

Editor

Click the Editor checkbox to select all Editor permissions, or select one the following.

Note: the View permission is required in order to select any of these permissions. If a support representative has the Author | Create New permission but no Editor | Edit permission, the Save and Close Window menu option and icon will not be available after a FAQ is initially saved.

  • Edit Topic: Select to allow the support representative to update topics (via the Topic link in the FAQ entry screen).

  • Edit FAQ: Select to allow the support representative to update Frequently Asked Question records.

  • Delete Topic: Select to allow the support representative to delete topics. If this option is not selected, the Delete option will not be included in the Manage FAQ Topics dialog (accessed via the Topic link in the FAQ entry screen).

  • Delete FAQ: Select to allow the support representative to delete frequently asked question records. If this option is not selected, the Delete option will not be included in FAQ views on the Desktop.