Create a Private Community Category

The SmarterTrack Community is a centralized location for communication among customers or end users and agents. Community threads can be organized and viewed by Type and Category so that threads are easily found. A System Administrator may require the ability to create a private Category that can be posted in. This can be useful to allow only a limited number of users/agents access to view and post in that specific Category. 
 
Adding a private Category to the Community is a 3-step process that involves (1) creating the customized role, (2) creating the new Category and (3) assigning the role to your selected users/agents. 

Applies to SmarterTrack 11.x-12.x

Create the Role:
  1. Login to the SmarterTrack management interface as a system administrator
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Roles. A list of roles will load in the content pane.
  5. click New in the content pane toolbar.
  6. In the Role Name field, type the name for the new role.
  7. In the Role Type field, select who this role will apply to (employees or end users).
  8. Configure the available options to determine the permissions of this role (KB Articles, News, Community). If you select Custom a new tab will become available to allow for custom permissions on that option.
  9. Click Save.
For more information, please refer to the KB article Create Roles.
 
Create the Community Category:
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Brands. A list of available brands will load in the content pane.
  5. Edit the desired brand and click the Community Categories tab.
  6. In the content pane toolbar click Add.
  7. Name the new Category and set the Role Required setting to the role you created.
  8. Click Save twice to save both the category and the changes made to the brand.
Assign the Roles to the Agents:
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Employees. A list of available agents will load in the content pane.
  5. Select the desired agent and click Edit.
  6. In the Roles tab check the roles that you wish to enable for the agent.
  7. Click Save.
Assign the Roles to the Users:
  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Users/Organizations icon.
  3. Expand the Users folder. A list of user types will load in the navigation pane.
  4. Click the desired user type (Registered User, Registered User with Verified Email, Everyone). A list of available users will load in the content pane.
  5. Select the desired user and click Edit.
  6. In the Roles tab check the roles you wish to enable for the user.
  7. Click Save.
For more information, please refer to the KB article Assign Roles to Agents or Users.

Applies to SmarterTrack 10.x

Create the Role:
 
  1. Log into the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Roles. A list of roles will load in the content pane.
  5. Click New in the content pane toolbar.
  6. In the Role Name field, type a name for the new role.
  7. In the Role Type field, select who this role will apply to (employees or end users).
  8. Configure the available options to determine the permissions of this role (KB Articles, News, Tickets, Tasks, Call Logs, Community, etc). If you select Custom, a new tab will become available to allow for custom permissions on that option.
  9. Click Save
For more information, please refer to the KB article, Create Roles.
 
Create the Community Category:
 
  1. Log into the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Brands. A list of brands will load in the content pane.
  5. Edit the desired brand and click the Community tab.
  6. In the content pane toolbar click Add.
  7. Name the new Category and set the Role Required setting to the role you created.
  8. Click Save twice to save both the category and the changes made to the brand. 
 
Assign the Role to Users/Agents:
 
  1. Log into the SmarterTrack management interface as a System Administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders in the navigation pane.
  4. Click Users or Employees (depending on who you are assigning the role to). A list of available users or agents will load in the content pane.
  5. Select the desired user or agent and click Edit.
  6. Click the Roles tab.
  7. Check the roles that you wish to enable for the user/agent.
  8. Click Save.
For more information, please refer to the KB article, Assign Roles to Agents or Users.
 

Learn more about SmarterTrack’s live chat, self service portal and knowledge base software.

Add Feedback