Q2 Console Group Access Mapping FAQs

  • Updated

Do CSR Roles interact with Group Access Mapping settings?

Yes, the CSR Role that a CSR is assigned to determines whether a CSR can manage CSR Teams and the level of access that CSRs on each CSR Team have to Customer, User, and Login records for each Group.

What happens if a CSR gets a call from an end user with masked record details?

A CSR without rights can right-click a search results row and select Show CSRs with Full rights in the menu to display a list of CSRs that can assist the end user.

Does my FI need to change the process to add new Groups?

When a new Group is added, CSR Teams should be updated to account for the new Group and ensure that CSRs can access records in a given Group. If Group Access Mapping is enabled and a Group is added, a message appears to prompt FI staff to add Full rights to the appropriate CSRs.

If a CSR has minimal rights to records in a Group, are there any record details that they can see?

String data appears masked in search result lists of Customers, Users, and Logins IDs. Group-level information is not masked because there is no individually identifying information at that level.

Does Group Access Mapping impact which CSRs can use CSR Assist to log in on behalf of an end user?

Yes, only CSRs that belong to a CSR Team with Full rights to a Group can use CSR Assist to log in on behalf of a User that belongs to the Group. CSRs must also be linked to a CSR Role with the following rights enabled:

  • ADMINISTRATION: CSR Assist

  • USER MANAGEMENT: Manage User Logins

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