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Role-Based Access Control

Data Access Control​

Data is categorized broadly into two categories:

  1. Data that is prepared for serving the employees.
    • Example: Knowledge Base articles, Ticket templates, Bot Flows, etc.
  2. Data that is generated by employees.
    • Example: Tickets, Chat transcripts, etc.

Data For Employee Usage​

These are normally prepared by helpdesk teams or subteams based on department, location and other dimensions as needed by the organization.

For granular control of preparing and authoring this data Teams and Workspaces are used.

Accessing Employee Data​

Service teams can create knowledge and data that would be available to employees based on their Audience and group membership. While employees can potentially access all data prepared by helpdesk teams or subteams, they can only view what is relevant to them based on their roles, locations, attributes, etc. For this purpose, Audience is used.

Generated Data​

Employees generate data when they use the platform. This data is also protected by row level security. Only users who have access on the record for view/edit will be able to view/edit the data. This is implemented based on combination of Roles and Actors.

Actors​

These are user directly indirectly assigned to the record. e.g. Requested by, Assigned to etc. Based on the actors the user has access to the record.