My Information

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User Information

Each active User can Edit Personal Information associated with the user record.

In addition, several Actions are available to Login as Proxy for the user and manage Proxy Login Permissions.

Edit Personal Information

The following information is available for editing by the user:

Basic Information

First Name, Last Name, Company Name, Time Zone

Login Information

Email address, Username, Status, Single Sign On (SSO) setting

Address and Contact Information

Phone(s)/Fax, Street Address, City, State, Country

To Edit Personal Information:

1. Click Settings > Personal Setup > My Information. The User page opens, showing the current settings for your personal information.
2. Click Edit. The Update User page opens. Make changes as desired.
3. Click Save to save your personal information settings

Basic Information

First Name

User first name as you would like it to appear in the platform

Last Name

User last name as you would like it to appear

Company

The name of the user's company

Time Zone

Choose a time zone from the drop-down list

Title

User's professional title

Reports To

The person on your team to whom you report. Used in Workflows.

Employee Number

Optional identification number for each employee

Select Default Language

Users can select a default language as a preference from the list of available languages in My Information.

• Individual Users can change the default language to any available language at any time
• The default language is English

Learn more: Language Translation

The ability to specify a language is enabled by default for all users in Default Roles

To Edit Login Information:

Email

The user's email address, used 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.

Active

Selecting this option indicates that the user account is active

Single Sign-On

Selecting this option enables Single Sign On, a feature that allows users to login to an organization's secure network with a single username and password, which also authenticates the user into the platform

To Edit Address and Contact Information:

This information can be used to pre-fill data in an email template or as part of a print template using template variables.

Phone

User telephone number, including area code

Mobile Phone

User mobile phone number, including area code

Fax

User fax number, including area code

Street Address

User street address

City

User city

State/Province

User state or province

Postal/Zip Code

User postal or zip code

Country

User country

Actions

In addition, the following actions are available to users with associated Administrative Permissions:

• Proxy Login as this User
• Manage Proxy Login Permissions

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