Customer Enabled Support Admin

The Customer Enabled Support Admin feature allows you to optionally provide the support personnel with limited access to your PAL Config platform for troubleshooting purposes.  This will provide customers with technical support that is seamless, faster, and more efficient.

NOTE: This feature is only available for SaaS users with version 26.1.3.0 and up. It is entirely optional and disabled by default.

Key Details about Customer Enabled Support Admin  

• Any of the areas that the Support Representatives can access will not contain Personally Identifiable Information (PII) or other sensitive data.

• Support Representatives cannot take direct action on your data.

• Support Representatives are required to use SSO to sign in.

• All actions taken by Support Representatives are fully logged for complete transparency. Logging will include the name of the Support Representative and any actions they performed, such as updated configurations, etc.

• You have the flexibility to enable or disable this feature as you please. For example, you may enable the feature and add a Support Representative account to address an ongoing issue you require support with and then disable the feature once the issue is resolved, thereby, revoking the Support Representative’s access.

Steps to Enable Customer Enabled Support Admin

1. Click General Settings to display the General Settings Configuration screen shown below.

2. Select the Customer Enabled Support Admin checkbox to enable Customer Enabled Support Admin access. This will allow the Customer Enabled Support Admin to perform support-related tasks.

3. Click Save. A confirmation message is displayed.

4. Click Save.

Additionally, please raise a ticket with the Casepoint Support Team requesting them to add the support user(s) that will leverage the Support Admin functionality once enabled. The steps are not sequential but important that both are performed.

Key Considerations

• Only a PAL Config User can enable the feature.

• The Support Representative will have read-only permission to the tabs listed below.

The PAL Config does not contain any modules or sub-modules but has a list of tabs as listed below:

• Email Log

• Error Log

• General Setting  

• Enterprise

• Modules

• Web API

• Security

• Users

• Requester Fields

• Request Fields

• Appeal Fields

• Other Settings

• Reading Room

• Reading Room Documents

• Display Order

• Online Payments

• Main Menu Links

• Layout Settings

• Messages

• Change Password

• Reset Requesters Password

• Disclaimers

• Localization

• Lookup Data Localization

• Email Templates

• Access Token Manager

The Support Representative will have limited-access permission (i.e., write permission) to the tabs listed below.  

NOTE: The Action column below refers to the available actions in the interface. Save implies that the Support Representative can make changes to the tabs and then save those changes.