Considerations Before Creating Custom WFM Roles
What should I consider before creating custom WFM roles?
Before creating custom WFM roles, it's important to align with stakeholders in your organization to determine the roles you'll need.
This ensures that the roles you create reflect the unique positions and access requirements of your organization. Consider the permissions and access scopes each role will require, and use the search box to quickly find specific permissions when setting up roles.
More related questions
How do I access the Roles and Permissions page in Zendesk WFM?
To access the Roles and Permissions page in Zendesk WFM, simply hover over the admin icon in the navigation bar and select 'Roles and permissions'. This page is essential for managing your workforce management roles and permissions, allowing you to…
What are the steps to create custom WFM roles in Zendesk?
Creating custom WFM roles in Zendesk involves accessing the Roles and Permissions page, clicking the Add Role icon, and entering a role name. Once you've added the role, you can define permissions by toggling them on and specify the Teams,…
How can I assign users to custom WFM roles in Zendesk?
Assigning users to custom WFM roles in Zendesk is straightforward. Access the Roles and Permissions page, select the desired role, and click the Agents tab. From there, you can filter the list of agents or use the search bar to find specific users….
Can users be assigned to multiple WFM roles in Zendesk?
No, users in Zendesk can only be assigned to one WFM role at a time. By default, users are automatically assigned to either the standard WFM admin or agent role based on their role in your Zendesk account. When you assign a user to a new custom…
How do changes to WFM roles affect users in Zendesk?
Changes to WFM roles in Zendesk take effect immediately, and users will see these changes when they refresh their browsers or navigate to another page. This means that any updates to roles, such as new permissions or reassignments, are instantly…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
