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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 and for using video assistance.
- Using user settings templates
  - Configuring Communication Panel settings
  - Defining allowed chat elements and content checker
  - Configuring settings for Communication Panel contact center
  - Configuring AI settings
    It's possible to help agents handle incoming queue calls with AI. Using a live transcription of the call, AI can carry out an analysis on the call and show the results in the AI extension during the call. Communication Panel agents can see both the transcription and analysis or only the analysis, depending on your configuration.
  - 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 have Communication Panel open in another browser window and see an embedded My Conversations view in the CRM.
  - 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.
  - Configuring mobile app settings
  - Defining directory fields for users
- Mobile device administration
  In this view, you can see a list of users' devices registered for the mobile app. You can also block and delete devices. The system only allows each user to have a maximum of three registered devices.
- 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.

Note:
If you have SAP Service Cloud (C4C) version 1, the Enable Click-to-Connect for SAP Service Cloud (C4C) setting is not supported. Activating this option in this specific version will result in duplicate entries in the customer timeline.
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 have Communication Panel open in another browser window and see an embedded My Conversations view in the CRM. This view is responsive to the frame size available to Communication Panel. For more information, see Configuring responsive My Conversations view.