Understanding WFM Roles & Permissions - Frequently asked questions
Frequently asked questions
What are the standard WFM roles in Zendesk?
Zendesk offers two standard Workforce Management (WFM) roles: Admin and Agent. These roles are predefined and cannot be deleted, ensuring that all users have a basic level of access to necessary features. The Admin role is automatically assigned…
How can I create custom WFM roles in Zendesk?
Creating custom WFM roles in Zendesk allows you to tailor access and permissions to fit your organization's structure. Admins can define these roles to specify which parts of the WFM account users can access, such as teams, locations, and…
What permissions can be configured for WFM roles in Zendesk?
In Zendesk, WFM permissions are configured for each role to define access to specific features. These permissions are segmented by general feature areas such as Forecast and Scheduling, Reporting, Admin, and Agent activities. For example,…
What is the scope of WFM roles in Zendesk?
The scope of WFM roles in Zendesk determines the teams, locations, and workstreams that users can access within their role. This feature allows admins to grant permissions for specific features without exposing all information across the…
Can I edit the standard WFM Admin role in Zendesk?
The standard WFM Admin role in Zendesk cannot be edited or deleted, except for renaming. This role is crucial as it provides full permissions for all features and manages user assignments. Having at least one user assigned to the default WFM Admin…
What access does the standard WFM Agent role provide in Zendesk?
The standard WFM Agent role in Zendesk primarily provides access to the Agent Schedule in Zendesk Support. This role is assigned to team members who are not admins. While the default permissions are limited, admins have the flexibility to edit…
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“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
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“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.”
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