Using Zendesk Roles in WFM - Frequently asked questions
Explore common questions about using Zendesk roles and group restrictions in Zendesk WFM. Learn how to manage roles effectively and optimize your workflow.
Frequently asked questions
Can I restrict access to Zendesk WFM using roles and groups?
Yes, you can restrict access to Zendesk WFM using roles and groups. Admins have the ability to limit access so that only specific agents, such as those in certain roles or groups, can use the app. This is often done during the initial setup to…
Why should I leave role and group restrictions disabled in Zendesk WFM?
Leaving role and group restrictions disabled in Zendesk WFM is recommended for optimal performance. When all agents have access to the platform, it ensures that everyone can utilize the features and benefits of Zendesk WFM. Restricting access…
Does role restriction prevent agents from accessing Zendesk WFM WebApp?
No, role restrictions do not prevent agents from accessing the Zendesk WFM WebApp. These settings only control the visibility of the Zendesk WFM App within Zendesk for an agent. Even if you remove access for specific users using role restrictions,…
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Zeffy
Zeffy
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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?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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Freecash
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