Support Automation Impact

The impact of multi-tenancy on your support environment depends on tenant and role restrictions that are placed on end users and analysts. The Service Provider manages read/write permissions for both public and tenant-specific data. For example, an analyst can handle assistance sessions from the public queue and a tenant-specific queue, but the analyst can only use Live Assistance tools that are enabled for each tenant.
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The impact of multi-tenancy on your support environment depends on tenant and role restrictions that are placed on end users and analysts. The Service Provider manages read/write permissions for both public and tenant-specific data. For example, an analyst can handle assistance sessions from the public queue and a tenant-specific queue, but the analyst can only use Live Assistance tools that are enabled for each tenant.
For end users with Support Automation access, do not configure the end user to have write access to a tenant that is not a sub-tenant of the owning tenant of the end user, unless the foreign key (FK) group is altered to include the owning tenant. If the end user selects a login tenant, or is invited through a ticket in a tenant that does not meet this criterion, they receive an error when they try to access the Support Automation end-user client. This restriction does not apply if the owning tenant of the end user is the service provider tenant.
For analysts with Support Automation access, do not configure the analyst to have write access to a tenant that is not a sub-tenant of the owning tenant of the analyst, unless the foreign key (FK) group is altered to include the owning tenant. If the analyst attempts to handle an end user, or invite an end user from a ticket, in a tenant that does not meet this criteria, the analyst sees an error.
Analysts and end users without read access to their tenant cannot launch the Support Automation client. For analysts, a warning message appears in CA SDM in this case, such as from the main Support Automation tab.
You can use the following roles to manage Support Automation users:
  • Support Automation Analyst
    SA Analyst provides end-user support using Live Assistance. The Service Provider determines the appropriate tenant access and can enable Live Assistance tools and can read/write access to automated tasks.
    If a non-Service Provider analyst has write access to a parent, sibling, or unrelated tenant, function access must be updated for that tenant. Analysts without read access to their tenant cannot launch the Support Automation analyst client, and a warning message appears in CA SDM, such as from the main Support Automation tab or a ticket.
  • Support Automation Administrator
    Configures the Support Automation environment for analysts and end users. The Service Provider determines your tenant access and lets you view a tenant drop-down list on List and Detail forms. These forms let you select specific tenants or public data when searching, creating, and modifying Support Automation data in a multi-tenancy environment.
    Note:
    Objects such as queues, privacy levels, and chat presets are tenant optional.