Configure roles and permissions

Who can use this feature?

Roles allow you to define what Totango functionality is available to your team members. You can set different roles for users when switching between teams.

Account assignment roles are special types of roles to indicate ownership of an account.

Understand default roles

Totango includes the following default roles. You cannot modify default roles.

*The global admin role is built-in. You can apply global admin access from within a user's profile (Global Admin check box).

Role Description
Global admin*

Use all functionality of Totango and manage all access. Not available for users with a Contributor or Viewer license type.
Regular user Use all functionality of Totango as allowed by the license type, excluding exceptions defined within User Management > Permissions (see below).
Team admin

Same as regular users, including the ability to access a "Team Settings" menu from the left nav, which allows for the following:

  • Add or remove team members from the team admin's team(s)
  • Create new Totango users—only by inviting to the team admin's team(s)
  • Change a team member's role or license who belongs to the team admin's team(s)
  • Change team overview properties (color, icon, goal) and advanced settings for the team admin's team(s)

Team admins cannot modify team account set or edit user profiles.

More global / team admin comparisons

  Global admin Team admin
Create and delete teams ✓ -
Define team account set ✓ -
Add Totango users to teams ✓ ✓
Remove team members ✓ ✓
Only for their team
Add new Totango user ✓ ✓
Only by inviting to their team
Deactivate Totango user ✓ ✓
Only if the team member belongs to that one, single team
Edit a Totango user profile ✓ -
View all users ✓
For all teams 		-
Navigate to different teams ✓
Only to teams to which they belong 		✓
Only to teams to which they belong
Change color, avatar, and team goal ✓ ✓

Create a custom role

You can configure custom roles to define permissions per user, per team.

  1. From Settings, expand User Management > Teams.
  2. On the Roles tab, click +Add Role (or duplicate an existing role).
  3. Add a display name and description, which helps identify what the role is used for.
  4. Click Create Role.

Apply a role to a Totango user

For each team a user belongs to, apply the role that will apply to the user when switching between teams.

Users with a Contributor license are always tied to the "Regular User" role (not available for custom roles).

  1. From Settings, expand User Management > Totango Users.
  2. At the bottom of the profile, apply the preferred role under each team. Note the custom role "Creator" in the example below.
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  3. Click Save.

You can also apply team roles via file upload or by assigning a default team role when adding members to a team from within team settings.

Define permissions for a role

Once a role is created, decide which permissions apply to the role. Set permissions for the following categories:

  1. Account
  2. Application
  3. Global settings
  4. Subscription
  1. From Settings, expand User Management > Permissions.
  2. For each of the below permissions to configure, set the following options:
  3. Click Save.

A user's license type determines whether a permission is applicable. You cannot add functionality to a team member beyond the scope of the user's license. For example, the option to allow creation of touchpoints for "every member of the team" would not apply to any Viewer users on that team.

Looking to give a user the ability to edit campaigns or SuccessPlays within a SuccessBLOC? Refer to capabilities for SuccessBLOC collaborators. Any Practitioner can be added as a collaborator. 

Account permissions

Account permissions can apply to users with a Practitioner license (formerly Spark). Individual permissions can apply to users with a Contributor license (formerly Zoe) where noted. These settings do not apply to users with a Viewer license.

Tasks: Decide who can create, update, delete tasks or run a SuccessPlay
Practitioner ✓  |  Contributor ✓ (where applicable) |  Viewer ✘
Permissions
  • Create, update, delete tasks, and run a SuccessPlay
Account information: Decide who can update account attributes (including journey stages), forecast, account assignment, collections, and about the company on account profiles
Practitioner ✓  |  Contributor ✘/✓ (with exceptions*)  |  Viewer ✘
Permissions
  • Update account information
  • Archive or delete account

*Contributors cannot edit attributes on the account profile (some exceptions apply). Contributors can edit attributes in segment views.
Touchpoints: Decide who can add, update and delete touchpoints
Practitioner ✓  |  Contributor ✓ |  Viewer ✘
Permissions
  • Create, update, and delete

*If set to "no one," no touchpoints are created, including touchpoints created from email or Touchpoint Connect.
Account configuration: Decide who can update the account layout, visibility and widget configurations of the account
Practitioner ✓  |  Contributor ✓ |  Viewer ✘
Permissions
  • Update account configuration
Contacts: Decide who can add, update, and delete a contact
Practitioner ✓  |  Contributor ✘ |  Viewer ✘
Permissions
  • Create, update, and delete
Share accounts with contacts: Decide who can share account details with contacts
Practitioner ✓  |  Contributor ✓ |  Viewer ✘
Permissions
  • Share with contacts

Application permission

All application permissions can apply to users with a Practitioner license (formerly Spark). Individual permissions can apply to users with a Contributor (formerly Zoe) or Viewer where noted.

SuccessBLOC: Decide who can create SuccessBLOCs and access specific data in SB. Users who are invited as SuccessBLOC collaborators can edit contents of the BLOC, regardless of any of the "Access" options below. (Refer to caveat for ability to manage active SuccessPlays.)
Practitioner ✓  |  Contributor ✘ |  Viewer ✓ (read only)
Permissions
*By default, this permission is enabled for users with a "Team Admin" role.
Segments: Decide who can create, read, and edit segment related settings
Practitioner ✓  |  Contributor ✓ (with limitations) |  Viewer ✓ (with limitations)
Permissions

 

*By default, this permission is turned off.

**By default, this permission is enabled for users with a "Team Admin" role.
Filter scorecard by individual team's members: Decide who can view other CSMs performance on the scorecard
Practitioner ✓  |  Contributor ✘ |  Viewer ✘
Permissions
  • View other CSMs performance
Executive console: Decide who can access Executive Console from the left navigation
Practitioner ✓  |  Contributor ✘ |  Viewer ✓ (no Revenue Center)
Permissions
  • Access
Global SuccessBLOC: Decide who can access Global SuccessBLOC from the left navigation.
Practitioner ✓  |  Contributor ✘ |  Viewer ✓ (read only)
Permissions
  • Access*
  • Modify (must have access)*

*By default, these permissions are turned off.
Zoe: Decide who can create impact steps and share on Zoe.
Practitioner ✓  |  Contributor ✘ |  Viewer ✘
Permissions
  • Share via Zoe
Bulk edit: Decide who can edit attributes with bulk operation in segments
Practitioner ✓  |  Contributor ✓ |  Viewer ✘
Permissions
  • Bulk editing attributes*

*By default, this permission is enabled for users with a "Team Admin" role.
Create new account: Decide who can create new accounts in the system
Practitioner ✓  |  Contributor ✘ |  Viewer ✘
Permissions
  • Create new account*

*By default, this permission is enabled for users with a "Team Admin" role.
Run standardized reports: Decide who can run standardized reports
Practitioner ✓  |  Contributor ✘ |  Viewer ✓ (read only)
Permissions
  • Run standardized reports
  • View standardized reports
Attribute visibility: Choose who can see attributes, custom metrics, and hierarchy rollups that have been marked as "hidden."
Practitioner ✓  |  Contributor ✓ |  Viewer ✓
Permissions
  • View hidden data
Create new opportunities: Decide who can create new opportunities in the system
Practitioner ✓  |  Contributor ✘ |  Viewer ✘
Permissions
  • Create new opportunity
Totango AI: Decide which users can access Totango AI features
Practitioner ✓  |  Contributor ✘ |  Viewer ✘
Permissions
  • Access and generate account summary
  • Customize account summary
  • Content generator in touchpoints, campaigns, and tasks

Global settings permissions

Global Settings permissions can apply to users with a Practitioner license (formerly Spark) only.

General settings: Decide who can update general settings
Permissions
Engagement: Decide who can access and update engagement related settings
Permissions
Data management: Decide who can access and manage data related settings
Permissions
  • Access and manage ALL data settings
  • Access and configure Customer Data Hub Settings
  • Design health profile and criteria
  • Update revenue center settings
User management: Decide who can access and manage Totango user related settings
Permissions
  • Access and manage ALL Totango users settings
  • Access and configure dynamic assignment settings only

Subscription permissions

Subscription permissions apply to users with a Practitioner license (formerly Spark) only.

Subscription modification: Decide who modify the subscription
Permissions
  • Modify the subscription (only specific users)

FAQs

Question: Can I edit a role name if the role is already applied to users? 

Answer: The role will automatically update across all users where it is assigned. 

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