This article explains the different user roles that are available in both BDC Central and Caller CX software versions.
User roles are created and managed from the ADMIN - Users area in the Menu Navigation Bar. Refer to the following article for information on the account verification process when new users are created: New User Email Verification Process
User Profiles Defined
Management Level User Profiles
SUPER ADMIN - This user role has access to all admin and reporting areas for their assigned platform (BDC Central or CallerCX). This user role can create any user role within their organization, manage tracking lines and create global campaigns. This role does not have access to an Agent Console for creating activities but does have access to manage appointment updating in the Opportunity Management Log.
ACCOUNT OWNER (BDM) - This user role has access to Sales and/or Service department manager level admin and reporting areas for their assigned Account (BDC). This user has access to an Agent Console for logging activities and entering Claimed Solds. This user role can be set up with or without Goals. Note: Daily Goal Expectations must be turned on in the user's profile in order to view any logged activity in reports.
SALES MANAGER - This user role has access to Sales Department manager level Admin and Reporting for Dealership Sales areas for their assigned dealership(s) only. Assignment to multiple dealerships is permitted. This role has additional access to view and manages BDC Sales activities for Accounts directly assigned to their dealership(s). This user role does not have an Agent Console to log activities. Sales Managers can manage TO activities for Accounts (BDCs) only through the TO Log.
SERVICE MANAGER - This user role has access to Service Department manager level Admin and Reporting areas for their assigned dealership(s) only. Assignment to multiple dealerships permitted. This role has additional access to view and manages BDC Service activities for the Accounts (BDCs) directly assigned to their dealership(s). This user role does not have an Agent Console to log activities.
REGION MANAGER - This user role has access to view reporting across all organizational levels. This role does not permit any Admin privileges.
Non-Manager User Profiles
RECEPTIONIST - This user role can be assigned to multiple dealerships for logging reception activities. Updating the status of Shown appointments for the current day can be enabled for this user within their user profile. This role can access Display Boards for Appointment Set and Concierge.
AGENT - This user profile is designed for Business Development Representatives logging activities in the BDC. Agents can be assigned to either the Sales and/or Service department.
SALES REP - This user profile is designed for Salespeople. This user profile has access to an Agent Console for logging Sales activities.
SERVICE ADVISOR - This user profile is designed for Service Advisors. The purpose of this user role is to permit tracking of Status Check activities and to provide access to online training. This user role does not have access to an Agent Console for logging activities.