Configure Point of Contact and Account Manager

Configure Point of Contact and Account Manager

Role Required: SDAdmin


Idea
Point of Contact and Account Manager are customer organization roles that can be assigned to requesters with login access to the application. 

The Point of Contact is a person who can, by default, view and monitor the customer's assets, problems, changes, reports, and work logs. 

Account Managers are requesters who can be given specific permissions to monitor particular activities of the customer.  

For example, the Point of Contact role can be assigned to the company's administrative head to monitor all activities, while Account Managers could be administrative leads responsible for specific modules such as Changes and Problems of the customers. 

 

Configure Point of Contact 

The Point of Contact is a requester in a customer's organization who can view the respective customer's data.
They can be reached by the MSP for matters related to the customer organization.

Any requester who is added as a point of contact will be configured by default to have access to view worklogs, reports, assets, problems, and changes.

 

Role Required: SDAdmin


To configure a point of contact,
  1. Go to the Customers module and open a customer's details page.
  2. Under POINT OF CONTACT on the right pane, click Configure.

  1. On the pop-up displayed, select the user from the drop-down and click Associate



The selected user will be added as the point of contact under the respective section.

To remove the selected user as the point of contact, hover over the user and click .

The POC and AM can also be configured from Setup > Instance Configurations > Organization Roles. Learn more.

 

Configure Account Manager 

The Account Manager is a requester of a customer with login access to the application. The account manager can be provided with access to the customer's data to monitor it.

The SDAdmin can configure requester roles and associate them with the account managers.

Account managers can be configured to view work logs, reports, assets, problems, and changes related to the customer.

Info
A customer can have a maximum of two account managers. 

Role Required: SDAdmin

  1. Go to the Customers module and open a customer's details page.
  2. Under ACCOUNT MANAGER on the right pane, click Configure.

 

  1. On the pop-up displayed, select the user from the Account Manager drop-down.
  2. Select a role to associate with the user from the Requester Roles drop-down
  3. Finally, click Associate.


 

The selected user will be added as the account manager under the respective section.

To remove the selected user as the account manager, hover over the user and click .

    • Related Articles

    • Configure Organization Roles

      Service requests for new assets or software have to be approved by various stakeholders within a company. To build in such approval processes, ServiceDesk Plus MSP Cloud allows SDAdmin(s) to create and assign organization roles to users. You can ...
    • Configure Sites

      Organizations may operate multiple branches worldwide. These branches can be situated in either the same area or different regions. The various branches within a particular region are referred to as Sites in ServiceDesk Plus MSP Cloud. You set up ...
    • Contact Information

      ManageEngine is a division of Zoho Corporation. Refer to this link for the contact information.
    • Configure Additional Fields

      Additional fields help you capture any extra information on requests, users, technicians, problems, changes, projects, releases, software licenses, license agreements, purchase orders, customers, and contracts in the corresponding form. You can ...
    • Configure Regions

      Organizations may have multiple branches to manage specific activities, which could be situated in different regions. It is essential to centralize the data from all these branches in one location. In ServiceDesk Plus MSP Cloud, you can set up the ...