Objective

You want to understand and manage staff access to the Enterprise and LOB levels within Coconut when the Multi LOB add-on is enabled.

NOTE: This article addresses how access to the Enterprise and LOB levels works. Staff roles will continue to control what pages, controls and data the staff has access to throughout Coconut. Please see Roles and Permissions Overview for more information.

Understand Coconut access levels

There are two levels of access to Coconut through the Multi LOB add-on. How a staff profile has been configured will determine what levels and what LOBs a staff member can access.

Enterprise-level access

Enterprise-level access allows the staff member to login and use the Enterprise-level in Coconut. Those that have been granted this permission can also access all LOBs and all data within them.

The enterprise-level is used to aggregate all LOB data together in one place. This allows for administrative oversight, combined reporting, and contact center agent bookings.

Hot Tip!

Ensure that a small, trusted group of administrators has Enterprise-level access to maintain overall control of your Coconut instance.

LOB-level access

LOB-level access allows the staff member to login and use a specific LOB-level in Coconut.

Staff can be granted access to a LOB by either:

Having enterprise-level access in their staff profile, or
Being assigned to the LOB in their staff profile

Access Levels

Employees can access the enterprise-level or a LOB-level directly through the specific URL.

Once a staff is logged into Coconut, they will be able to switch between other levels they are authorized to access using the vendor switcher. The vendor switcher only displays levels (Enterprise or associated LOBs) the authenticated user is authorized to access. If a user has only one LOB assigned and no Enterprise access, they will not see the vendor switcher.

Different menu options for vendor switcher within Retail LOB can be seen here:

User with enterprise-level access.

User without enterprise-level access and associated with Retail and Commercial.

User without enterprise-level access and associated with Retail only (no vendor switcher shown).

View Enterprise-level access for Staff

Enterprise Admins can view which staff members have access to the Enterprise-level:

As an Admin, navigate to the Import/Export tool using the Enterprise-level
Choose Staff as Data Type
Click Export Data
Name and Save the file

A .csv file will be downloaded. This file can be uploaded into another spreadsheet tool. Filter on the column “can_access_enterprise” to determine which staff currently have “Enterprise-level access”.

Grant Enterprise-level access to Staff

Admins can grant enterprise-level access to staff members when editing a staff profile through the enterprise-level access of Coconut. Enterprise-level access cannot be granted when accessing Coconut through a LOB-level.

As an Admin, navigate to the Staff management section using the enterprise-level access
Click More Actions (⋮) for the staff you want to edit
Click Edit to modify the staff member's details
Locate the "Enterprise-level access" setting and enable it
Click Save

NOTE: There must always be at least one Admin with access to the Enterprise-level.

NOTE: Access to the Enterprise-level will only be available in the vendor switcher if the authenticated user has been granted access.

NOTE: Enterprise-level access can also be granted through the Import/Export tool or the API.

NOTE: Enterprise-level access can also be granted when creating a new staff profile.

Revoke Enterprise-level access for Staff

Enterprise Admins can revoke enterprise-level access from staff members:

As an Admin, navigate to the Staff management section using the enterprise-level access
Click More Actions (⋮) for the staff you want to edit
Click Edit to modify the staff member's details
Locate the "Enterprise-level Access" setting and disable it
Click Save