Assigning Roles, Skills, or Numbers

The Setup > Users page in the Geneys Cloud Connect app provides a list of all Salesforce users in your organization. Users who also have access to Cloud Connect have a value in the Role column. Cloud Connect makes it easy to manage users one at a time or in bulk. For example, you can select five people and assign them to the agent role with a single click. If this is the first time you're assigning user attributes, see Creating Cloud Connect Users.

Managing One User

To change a user's role, skills, or phone number, complete the following steps:

1. On the Setup tab's User page, click the name of the user you want to edit. The profile page opens.
2. (Optional) Change the user's role. Cloud Connect provides two roles: admin and agent. The only technical difference between the roles is that admins can create and edit other users in Cloud Connect and agents cannot. You can assign both roles to the same user; for example, if he or she needs to accept calls and also manage other users.
3. (Optional) Add or remove skills. A drop-down menu of skills appears when you put your cursor in the Skills field.
4. (Optional) Change the user's phone number.
5. Click Save to return to the Users list.

Managing Multiple Users

To manage several users at the same time, on the Users page click the flag icon next to every user you want to edit. This creates a Flagged box below the Users list; in the box click Edit and choose one of the following:

• Assign Roles. Click this option to assign the agent role to all flagged users.
• Assign Numbers. Click this option to assign each flagged user a unique phone number.
• Assign Skills. Click this option to select a skill for all flagged users.
• Remove from Contact Center. Click this option to remove the role, skills, and phone number from all flagged users.

When you're done, click Unflag all users.