Users

Settings > Administration > Users

A User is a member of one or more Teams in the platform. A user record contains basic information such as login, password, email, and other descriptive attributes. Within a team, each member is assigned a Role.

The combination of Team and Role assignments control the user's ability to view and access data.

Users that have the Access Control/User Management permission can add new users in the platform

Learn More: Available Permission Rights

User, Team and Role Guidelines

In conjunction with Access Profiles, the combination of Team and Role assignments controls the user's ability to view and access data.

• Users

• Users can be members of multiple Teams
• When users are given access to an application, they are assigned one or more Roles

• Roles

• Roles are defined for applications
• Roles define the types of data users can access and share with other team members
• Default Roles are available in the platform
• Additional roles can be created and the default roles can be modified as needed

• Teams

• Each user must be assigned to a Primary Team.

Add a User

To Add New Users:

1. Click Settings > Administration > Users
2. Click the [New User] button
3. Edit the information under each section; Note that some fields are required. See this information about selecting a User Name.
4. Fill in the information in the sections below
5. Click [Save]
   (Note that User information can be updated at any time.)

Basic Information

First Name

The first name of the user

Last Name

The last name of the user

Company

The company where the user is employed

Title

The professional title of the user

Time Zone

Time Zone, based on Time Zone Codes

Language

User's initial language.
(Only shown if Multiple Languages has been specified in Company Information.)

User License Type

License Type; choose Site User or Platform User

Reports To

The person on your team to whom this new user reports to

Employee Number

The user's work or sales territory and employee number; if a user supports multiple territories, include each territory, separated by commas

Login Information

Email

The email address to use for sending and receiving email through the platform

Username

Username is a unique name associated with each User. Username is required to Login, can be an email address or an alphanumeric text string.

Password

The default temporary password assigned to the new user, who will be prompted to provide a new password after logging in

Active

Makes this User's account active

Single Sign-On

If Single Sign-On is enabled, one of the following options is displayed, depending on the configuration:

• Single Sign-On - Pass Thru

Supply address information for a custom authentication server.

• Single Sign-On - Delegated Authentication

• Checkbox
• If checked, Single Sign-on is enabled for this user

• Single Sign-On - SAML

• Either a Federation Id or platform User Id field is displayed.

• If blank, Single Sign-on is disabled for this user
• Enter a value to enable Single Sign-On for this user

• UserId is the Record Id of the user that is logged in
• Federated Identity acts as a user's authentication across multiple IT systems or organizations

Team Membership Information

Primary Team

Each user must be assigned to a Primary Team.

Role in the team

Select a role from the lookup window

Address and Contact Information

Phone

The user's telephone number, including area code

Mobile Phone

The user's mobile phone number, including area code

Fax

The user's fax number, including area code

Street Address

The user's street address

City

The user's city

State

The user's state or province

Postal/Zip Code

The user's postal or zip code

Country

The user's country

Receive Newsletter

Get emailed newsletters from the company, whenever they are sent

Send Welcome & Login Information by Email

Notify the user by email of changes in their account

When a User is added, the record remains in the database, and the tasks and activities associated with that user are tracked in the Audit log.

For Developers

When using the REST API to Add a User, the password is optional, and not required. Password policies are implicit and are applied automatically when a new user record is created.

Learn more: Add a User (Record)

Edit Users

To Edit User Information:

1. Click Settings > Administration > Users.
   The default view displays all Active Users. You can select another type of user, if required, from the Views icon.
2. Click the Edit link next to the name of the user you want to edit.
3. Edit the information under each section; Note that some fields are required.
4. Click [Save] to save the user information
5. Optionally, choose one of the following actions:

   • Proxy Login as this User
   • Manage Proxy Login Permissions

Note: The ability to edit users is subject to the Permissions Hierarchy restrictions.

Reset a User Password

1. Click > Administration > Access Management > Users
2. Click the [Reset Password] button
3. Use the Lookup to Select a User
4. Click [Save].
   The user's password is reset and a temporary password is emailed to the user's email address.

Note: The user is required to change the Password and verify the Security Question at Login. Users who are recognized via the LDAP Configuration are not included in the list of users whose password can be reset. Such changes must be made in the LDAP directory. When session management capability is enabled, all existing user sessions will be logged out when the password is reset or changed.

Customer Support Login

A Service Provider's Customer support often needs to login to a tenant, so they can help with its configuration. The Customer Support Login lets them login as the admin user in the specified tenancy, to do that.

Users that have the Customer Support Login Permission permission can Login by Proxy to a Tenant

To Login by Proxy to a Tenant:

1. Open the Tenants object
2. Navigate to the Tenant of interest
3. In the Quick Links section, click the Customer Support Login link to login as this user
   • This Login by Proxy is tracked in the Audit Log, and is visible to the user
4. When the investigation is complete, click the Switch Back link to exit the Proxy Login and revert to your last login state

Proxy Login as this User

As an administrator responsible for a number of Users, it is often convenient to diagnose user issues by logging in via proxy. With this login, you gain full access to all actions available to the user. (Each action performed during a Proxy Login is audited and logged.)

Users that have the Proxy Login Access permission can Login as another user to troubleshoot problems that may arise in a user's account

When a Proxy Login is initiated, a dialog box opens to remind the user that a record of these actions will be created. The user can opt to continue or cancel the action.

To execute a proxy login

1. Click > Administration > Access Management > Users
2. Select a user
   If your role has the capability to do a proxy login, the [Proxy Login] button is visible.
3. Click the [Proxy Login] button.
   A confirmation dialog appears.
4. Click [OK]
5. If this is a first-time login, you may need to answer a Security Question
   • The name of the user will appear on the screen, in place of your username
6. Perform any necessary troubleshooting activities

Note: You can only login-by-proxy as a member of your team or one of its subteams, as specified by the Permissions Hierarchy restrictions.

To close a proxy login session

1. Click the down arrow next to your name at the top of the window.

   A drop down appears with additional options.

   Learn more: Using the Agent Portal#User Options

2. Click the Switch Back link that appears above the Logout option.
3. Confirm that your login name appears on the screen, which indicates that you have successfully closed the Proxy Login session.

Manage Proxy Login Permissions

Grant Users the ability to Login as selected Users or a group of users in a Team.

Users that have the Proxy Login Configuration permission can enable Proxy Login for users

To enable the Proxy Login rights:

1. Click > Administration > Access Management > Users
2. Select the user of interest
3. Click the [Proxy Login Permissions] button

   • By default, no Users or Teams are displayed

   • The Default Proxy Login settings grant this user Proxy Login rights to All Users and Teams

   • If Users or Teams are selected, then this user has Proxy Login rights to the selected Users/Teams, only

4. Click the [Edit] button to modify the Default Proxy Login settings
5. Choose the desired Users or Teams
6. Click [Save]

Considerations

• The User/Team relationship is additive, meaning that:

• If a Team is selected, all Users on that team are available for Proxy Login by the selected user
• If individual Users are selected, only those individual Users are available for Proxy Login by the selected user
• If a Team is selected, and individual Users in that team are also selected, then the addition of those users makes no difference (because the Users are already members of the selected Team)

• However, if those Users move to a new Team in the future, then this permission will apply to those Users in their new Team

Deactivate a User

When a user leaves your organization, the best way to manage this kind of change is to Deactivate the user. While it might seem logical to delete the user from your database, consider that the system keeps a history of user interactions (record ownership, activities, tasks, email messages, etc.) If the user were to be deleted, that history would be lost.

Instead, when you deactivate that user, you free a License that can be applied to a new user.

In large organizations, it is a good practice to create a team that will hold deactivated users.

To deactivate a user:

1. Remove the user from all but one team - see Remove Team Members
2. Deactivate the User
   • Click Settings > Administration > Users
   • Open the user record, and deselect (uncheck) the Active checkbox. (Verify that the Active checkbox is not checked).

This user is now deactivated, and the License is now free to assign to another user.

Tips

• Deactivating a user will not change your Subscription Plan
• To change the number of licenses in your subscription, modify your Subscription Plan

See also: Customize the Users Object