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User and role management
Creating and maintaining user accounts, assigning rights to users, creating and maintaining user groups through which you manage users’ rights, giving roles to user groups, defining default settings for users with user settings templates, using the Update wizard for updating settings (such as voicemail settings) of various users simultaneously
Using user settings templates
Defining settings for SAP Service Cloud (C4C) integration

User and role management
Creating and maintaining user accounts, assigning rights to users, creating and maintaining user groups through which you manage users’ rights, giving roles to user groups, defining default settings for users with user settings templates, using the Update wizard for updating settings (such as voicemail settings) of various users simultaneously
- Managing users in Sinch Contact Pro
  For user management, create user groups.
- Printing user's personal data
- User rights management
- Managing user groups
- Managing user roles
- Creating new user accounts
- Anonymous user
  A technical anonymous user is needed to ensure that only authorized access to reply templates is allowed.
- Using user settings templates
  - Configuring Communication Panel settings
  - Defining allowed chat input elements
  - Configuring settings for Communication Panel contact center
  - Defining settings for SAP Service Cloud (C4C) integration
  - Configuring responsive My Conversations view
    In addition to using the Communication Panel embedded in a CRM, such as SAP Service Cloud or Salesforce, it is possible to open Communication Panel in another browser window and see an embedded My Conversations view that is responsive to available frame size.
  - Configuring ServiceNow
    Communication Panel can be integrated with ServiceNow user interface.
  - Configuring Salesforce
    Communication Panel can be integrated with Salesforce user interface. Supported application type is Lightning.
  - Configuring Microsoft Dynamics 365
    You can embed Communication Panel in Dynamics 365 Customer Service to use the call functions of Communication Panel.
  - Defining directory fields for users
- Update wizard for users
- Deleting objects

Defining settings for SAP Service Cloud (C4C) integration

Communication Panel can be integrated with SAP Service Cloud (C4C) user interfaces.

With this procedure you enable integration for the users that are linked to this specific user settings template.

On the System Configurator main screen, choose User and Role Management > User Settings Template.
To create a new template, choose Add New.

Or

Search for the template for which you want to configure the integration.
In the SAP Service Cloud (C4C) Integration block, Enable Communication Panel Integration with C4C is enabled by default. Keep it enabled. If you disable this option, no messages are sent to C4C from Communication Panel.
If you want to make it possible for agents to contact a customer by clicking on their phone number in C4C, select Enable Click-to-Connect for SAP Service Cloud (C4C). Available channels are phone call, SMS, and WhatsApp.
Save your entries.

Note: Check that the option Enable ServiceNow Integration for Phone Channel in User and Role Management > User Settings Template > ServiceNow Integration is not selected. If this setting is enabled, the user has to log on to SAP Service Cloud (C4C) twice because the first logon attempt fails due to an issue in ServiceNow, which forces a reload of Communication Panel.

You can open Communication Panel in another browser window and see the My Conversations view that is responsive to the available frame size in the CRM. For more information, see Configuring responsive My Conversations view.