Access Groups

Overview

Access groups determine the level of access users have to the application, based on the work they do.

Accessing the Admin Portal

Access the Admin Portal by clicking on the initials in the upper right. Then hover over Switch portal.

In the Admin Portal, select Users.

Options

Tab	Summary
List/Modify Users	Lists all users in the portal. Ability to export users to an Excel Workbook.
Add User	Manually add users to the portal. Not needed when SSO is enabled.
Remove Users	Lists all users. Click on the user to remove them from the portal. Does not remove the user's name from prior reports or claims, so their work will still be visible even when removed. QFD does not automatically remove users. User maintenance is completed manually by the client.
Security Policies	Password, CAPCTHA, Lockout, Audit and Other policies. Not needed when SSO is enabled. User Disablement will force the user to sign in manually then update their password. This setting doesn't automatically delete the user's profile.

Access Groups

Access groups determine the level of access users have to the application based on the work they do.

Group	Description	Available Functions	Model User
Customer	When a client has Online Intake available this is the user group that will be associated with customer. Overall, the customer has similar access as intake users and can also take advantage of the External Case Status widget, with some limitations	Read View Correspondence View Disputed Transactions View Notes (based on "customer" visibility) View Summary Status View Talking Points Write Add Documents Add Notes Initiate New Claim Request Case Withdrawn	QFD:ExternalUsers
Contact Center	Users can complete claim intake but cannot view back office. When a intake user opens a claim after it has been created the user will be displayed the External Case Status widget which is used to convey information about the case to external parties, such as front-office users or customers, where supported.	All Customer functions, plus: Read View Notes (based on "Contact Center" visibility) Write Add Disputed Transactions Resend Correspondence Resume Abandoned Claim Withhold Provisional Credit	QFD:IntakeUsers
Enhanced Contact Center	Users can complete claim intake and view all fulfillment details. They cannot complete fulfillment assignments. This user group is typically used for QC personnel who need to view the entire process, potentially create claims, but do not complete any fulfillment activities.	All Contact Center functions, plus: Read View All Case Details	QFD:EnhancedIntakeUsers
Fulfillment	Back-office users are assigned to this user group. They have access to create claims and can complete most fulfillment actions in the back-office.	All Enhanced Contact Center functions, plus: Write Execute Pre-defined Accounting Operations Execute Pre-defined Account Maintenance Execute Pre-defined Recovery Actions Grant Provisional Credit (Approval may be required) Override Contact Date (Existing Claim) Refund Fees Refund Interest Reclassify Claim Resolve Claim as Paid/Denied (Approval may be required) Send Pre-defined Correspondence Withdraw Claim	QFD:Users
Manager	Managers have access to create claims and complete fulfillment actions, as well as approval actions that are limited to managers. In addition they have a different portal view which allows them to access Reporting.	All Fulfillment functions, plus: Read View All Reports Write Execute Approval Assignments	QFD:Managers
Administrator	Administrators have access to the Administrator Portal. Within the Administrator Portal clients can add/modify/delete user access.	Write User Administration	QFD:UserAdministrators
Manager Administrator	Manager Administrators have the same access as Managers but they can also switch the application view to the Administrator Portal. Within the Administrator Portal clients can update and change users access.	All Manager functions, plus: Write User Administration	QFD:ManagerAdministrators
Read Only	Read only users have access to view the complete case details but cannot take any actions. Additionally, they are able to access all available Reports. This access group is generally used for Compliance and Quality Assurance team members.	Read View All Case Details View All Reports	QFD:ReadOnlyReporting

New User Creation

Below is a step-by-step guide on manually creating a user.
Note that if SSO is configured, users need only to click the link to create their profile in QFD. All users created through SSO will be given intake user permissions.

Access the Admin Portal.
Click Users.
Click Add User.
In the Basic Information tab, add the user's email to the Operator ID field and add their name to the Full Name field.
In the Work tab, click the Update button then select the following: Quavo > PaymentServices > Disputes.
In the Work tab, click the + under Workgroups then enter "Default" into the freeform field for all roles except intake users. Intake users need to have the "Intake" workgroup. Click the radio button to the right of the workgroup.
Optional: Click the Assignment Group and configure the assignment groups available for the user (does NOT apply to intake users). For information on Assignment Groups, click here.
In the Security tab, click the Update password button then enter the password twice.
In the Security tab, click the + under Access Groups. Add the respective Access Group following the guidance in the Access Group section above.
Click the Save and Retain Values button.
Click the Submit button.

User Cloning

Below is a step-by-step guide on manually cloning a user.
Note that if SSO is configured, users need only to click the link to create their profile in QFD. All users created through SSO will be given intake user permissions.

Access the Admin Portal.
Click Users.
Click Add User.
Enter the user name of the operator you want to clone in the Clone From field.
In the Basic Information tab, add the user's email to the Operator ID field and add their name to the Full Name field.
Note that the Work tab and Access Group will populate with the data from the cloned operator.
In the Security tab, click the Update password button then enter the password twice.
Click the Save and Retain Values button.
Click the Submit button.

Modify a User

To modify a user, access the Admin Portal, select Users, then select List/Modify Users.

Explore the Basic Information tab, the Work tab, and the Security tab to make the needed changes.

Click the Save button to finalize the changes.