Employees / Service Agents - Dissimilarities in C4C.

[Former Member]

Dear Colleagues.

I'm rookie among the C4C functionalities right now - that's why I dare asking about basic knowledge which is not served directly on tray.

Please let me kindly rely on Your practical know-how and ask for brief summarizing.

I would appreciate if You could bring me closer to what difference is between objects mentioned in title.

I mean when and why is better to use specific object?

How it affects further functionality of C4C system?

What are limitations after creating Service Agent instead fo Employee?

I've noticed for example that Service Agents are invisible in "People" Work Center.

If I am to sew the solution for the Client does it sometimes occur more gainful to create Service Agent, not an Employee,

because of some functional advantages?

Kind Regards

Slav

[chandansb · Accepted solution]

Hello Slav,

Let me share few things that I know. If you are implementing C4C for any of your customer, you would set up your ID as Service Agent while their (client's) Users/Admin Users would be set as employee.

Business User need to be explicitly created from Service Agent, then the general attributes and access are granted to them. While for Employees, when an employee is created, the Business User for them with predefined User Attributes are created automatically.

Work Center People will always show the data for the employees. To know more on the significance of this refer the below document.

In terms of Access Management, they will be maintained as per what is assigned to them. So Service Agent can have same access as Employee as they both have been assigned with same access by Admin.

In our projects, once the project is go live, these service agent Users are locked leaving Employees. (If no more service from Vendor is required).

Hope this at least give you some idea.

Regards,

Chandan

[Former Member · Accepted solution]

Chandan, thank You very much.

I'll bite throughout this topic, for shure with Your explanation closa at hand!

Hava a nice day

Slav