How can partners manage my service requests?

Environment:

Customers granting permissions for Partner Organizations/Contacts
Oracle B2C Service Support portal - cx.rightnow.com

Resolution:

If you are a Contact Manager for your own organization, you can add and edit permissions for partners who work with you. Giving your partners permissions allows them to view, update, or create service requests on your behalf.

(For information on how partners can request permissions and manage client/customer service requests, see Partner Permissions.)

To manage partner permissions, go to cx.rightnow.com/app/partner/my_partners or follow the link for "My Partners" on the My Site Tools page. You may add permissions for certain individuals or for everyone in an organization. After saving, permissions will display on this page as long as they are active. You may manage these permissions by clicking "edit this card".

Note: You may give permissions to both an organization and individuals on that organization. The individual permissions are always considered before organization permissions. For example, you may give a partner organization "Look" permissions, but give one partner in that organization "Admin" or "Full Admin" permissions.

Available permissions are as follows:

• CC - Give this partner read-only visibility to selected service requests. You can associate this partner with individual service requests via the Service Request Update page on a one-off basis. Your partner will not have access to submit service requests on your behalf.

• Look - Give this partner read-only visibility to all your service requests.  Warning: if you have granted organization-wide privileges, this will make messages and attachments on all past and present service requests visible to contacts associated with this partner organization. This will also add your partner to support notifications for your site.*

• Update - Give this partner the ability to view and update your service requests. This will not give this partner the ability to create service requests on your behalf. Warning: if you have granted organization-wide privileges, this will make messages and attachments on all past and present service requests visible to contacts associated with this partner organization, and allow them to edit any open service requests you have. This will also add your partner to support notifications for your site.*

• Create - Give this partner the ability to create service requests on your behalf. Warning: if you have granted organization-wide privileges, this will grant contacts associated with this partner organization full read & edit access to your past and present requests, as well as the ability to submit service requests for support. This will also add your partner to support notifications for your site.*

• Service Admin (previously Admin) - This partner may administer your site. This will give this partner permission to make requests to Oracle B2C Service that would normally have to come from a Primary Support Contact from your organization (ex: configuration changes, site deletion, access requests). NOTE: we do not yet support third party update management.

• Full Admin - Gives you permission to administer your client/customer's sites and manage contacts for their organization. This gives permission to make requests to Oracle B2C Service that would normally have to come from a Primary Support Contact from the customer's organization (ex: configuration changes, site deletion, access requests). You will have permission to manage contacts for your customer's organization.  NOTE: We do not yet support third party update management.

*You may also give partner permissions to people within the Oracle organization including Consultants, Technical Account Managers, and Solution Consultants. Click "Add an Oracle Contact" on the My Partners page and enter your Oracle contact's email address along with expiration date and permission level. 

You might also receive requests for permissions from your partner and can manage them on the My Partners page. If new requests are present, the link "new partner requests" will appear. Click on this link to approve or edit permission requests.

On the Ask A Question page: When you grant a partner Update, Create, Service Admin or Full Admin permissions, you may create a service request on his/her behalf on the Ask A Question page.  This tells support agents that they should work with your partner on troubleshooting the service request.  Above the subject line for the service request, uncheck "I am the point of contact for this request", after which a list of your enabled partners will be displayed. Once the service request has been created both you and the designated partner will receive a notification email.

On the Service Request Update page: For all partner permission levels, you may add a partner contact as an Additional Contact on a service request through the Service Request Update page. Under "Add another contact to this request", choose "Existing Contact" from the first drop down menu and see that partners appear in the second drop down menu. Making the partner the Primary Point of Contact will tell support agents they should work directly with that partner on troubleshooting the service request.  Adding the partner as a secondary contact will CC them on email responses from support, as well as allow them to update your service request via cx.rightnow.com. 

On the Service Request History page: When you view "My Org Requests", any service requests managed by a partner are designated with the P icon.

If a partner you work with has a contact record associated with your organization: It is the responsibility of your organization's contact managers to manage the list of people who have contact records associated with your organization - no partner records associated with your organization will be automatically disabled as part of this change.  As a best practice, we highly recommend that you start migrating to the permissions based model described above and away from providing anyone outside your organization with a directly associated contact record.  So long as you provide your partners organizations with the proper permissions level, they will still be able to manage and view service requests as before.

It is also your responsibility to manage the visibility you grant to partners - if you stop working with a partner you should be sure to update their access permissions with your organization.

Please see Partner Portal Preview for a demonstration of partner portal features.