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System administrators and tenant administrators configure CA SDM contacts, role permissions, access levels, and privacy levels to define user permissions. The following lists users that use Support Automation.
Defines system-wide access to add, edit, and modify all Support Automation defaults and functions in the Administration tab. The system administrator sets up tenants and analysts, customizes Support Automation system properties, and performs system password resets.
Defines administrative rights at the tenant level and does not grant access to create or edit other tenants or reset user passwords. The Service Provider tenant determines permissions.
Defines rights for the user that provides live assistance to end users in your support environment.
Defines rights for users that can request live assistance from analysts in your support environment, such as employees and customers.
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