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About Customers

Customers have access to many self-service features.  Depending on their permission level, Customers can submit Requests, track the status of their Requests, search the Knowledge Base, etc.  The Customer user type is appropriate for both employee and external Customers of your organization.

Customers have a number of components:

• User Account—This is the ID and password of the Customer. Users can have unique IDs and passwords or they can share a generic ID and password. This record is kept in the password file.
• Contact Record—The contact information for the user is kept in the FootPrints Address Book (or dynamically read from an LDAP or other External Database/SQL source). The data kept depends on the fields in the Address Book.
• Primary Key—The Customer User Account and Contact record are linked via the Primary KeyThe key field in the FootPrints Address Book that is used by FootPrints as a reference to identify the customer contact. Examples include "Email Address" and "User ID". field.  This is a field in the Address Book, such as User ID or Email Address, that uniquely identifies the user.
• Role—The permission level for the user.  Built-in and custom roles are available.

Role refers to the level of access to the FootPrints system that is allowed to the user. FootPrints comes with a number of built-in Customer roles. In addition, the Workspace Administrator can create custom roles to give different levels of access to different users.  The roles listed here apply to Customers.  Agents have their own roles.

• Read KB—View and search the Knowledge Base.
• Read KB/Requests—View and search the Knowledge Base and check the status on Customer's own Requests (entered by an internal Agent user, or via email).
• Read/Submit—In addition to Read KB/Requests functionality, can submit Requests via the web interface. This is the most popular Customer role.
• Read/Submit/Edit—In addition to Read/Submit functionality, these users have limited edit privileges of their own Requests (only available if the Customer Edit license is purchased).

Refer to User Roles for more information on customizing role properties.

Topics in this section:

• Add a New Customer
• Add Existing Customer to the Current Workspace
• Unique Customer Account
• Shared Customer Account
• Shared Login Screen
• Edit Customers
• Customer Options

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