Overview

Role-based access control allows customers to control access to various functions in Totango. Customers can define individual permissions for account-level access, app-level access, as well create custom SuccessTeam or Account Assignment roles. Only a Global Admin can set system-wide role permissions.

Common Use Cases

1. As a Global Admin I want to grant Success Managers the ability to update account information, Tasks, and Touchpoints, but prevent them from accessing the Executive Console.
2. As a Global Admin I want to grant a manager the ability to perform all the actions on an Account but not have access to the CSM scorecard.
3. As a Global Admin I want to create a System Admin role for my sysadmins and only grant them access to the Integration Hub in Global Settings.

Note: The Global Admin has all permissions by default and this cannot be changed. Please be cautious in assigning Global Admins.

This article includes the following topics:

• Permissions
  • Account level permissions
  • App level permissions
• Roles
  • Understanding administrative roles and capabilities
  • Defining custom SuccessTeam roles
  • Defining custom Account Assignment roles

Account Level Permissions

The following account level permissions may be granted to account roles as well as team member roles on an account.

Granting Account Permissions to Roles

A Global Admin can define the permissions to one or more roles in the Global Settings menu, under Permissions.

Each permission can be assigned in the following ways:

1. Only Specific Roles — Grant this permission to specific roles that have been specified.
2. Everyone in Account Assignment — Grant this permission to every role in the Account team. New roles created in the future will also get this permission automatically.
3. Every member of the SuccessTeam — Grant this permission to every role in a SuccessTeam.
4. No One — No roles will be granted this permission. Global Admins are an exception and have all permissions by default.

App Level Permissions

The app level permissions allows admins to restrict access to various parts of the Totango application.

Granting App Access Permissions

Each permission can be assigned in the following ways:

1. Only Specific Roles — Grant this permission to specific roles that have been specified.
2. Every Member of the SuccessTeam — Grant this permission to every role in a SuccessTeam.
3. No One — No roles will be granted this permission. Global Admins are an exception and have all permissions by default.

Understanding Administrative Roles and Capabilities

There are two out-of-the-box roles that can maintain SuccessTeam configurations:

Global Admin: The Global Admin’s primary role and function is to determine how Totango is configured and consumed. The Global Admin is responsible for creating and configuring all SuccessTeams. Global Admin can define what account and data each SuccessTeam can access and manage. The Global Settings menu is only available for Global Admins.

Team Admin: The primary function of this role is to manage his/her own team’s overview (team name, avatar, and goal) and manage team members (add/remove team members and add/remove team admins). Team Setting is available only for Global Admins and Team Admins. Team Setting shows only the settings for the selected team.

In addition to these two roles, you may add other SuccessTeam Roles that can then be used to grant specific permissions to the application. Let's say you only want certain team members to be able to access Campaigns. You might create a specific team role for them and then you can designate that permission only to that role.

Defining Custom SuccessTeam Roles

A Global Admin can define custom roles in the system. The following roles are available out of the box. 

1. Regular User
2. Team Admin

Navigate to the Global Settings menu > SuccessTeams to view or add SuccessTeam roles.

Note: The Global Admin is a default super user role with full permissions, but is not listed with other roles mentioned above.

Clicking on the green "+" button launches the New Role window allowing the user to the Role Name and Description.

Read more about configuring SuccessTeams and discussion of SuccessTeam roles in the article Creating and Configuring SuccessTeams.

Defining Custom Account Assignment Roles

In Totango each Account Team is made up of a set of users, each with their own Account Assignment Role. Totango comes with a pre-defined set of common Account Assignment roles, such as Success Manager and Sales Manager. Administrators can easily edit these roles and add additional roles to align with your business needs. Read more about how to configure bespoke Account Assignment roles.

FAQs

Question: The account assignment role that I am sending to Totango from SFDC is not updating the Totango User as expected.

Answer: The name of the user in SFDC and in Totango have to match exactly.

Question: What if I edit the name of a role and there are users assigned to the role?

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