Welcome to this guide
This guide is for front-line staff who will be provided the ability to manage and create users and groups in the various systems and online services that are managed in ServiceControl.
ServiceControl will give you the ability to manage users and groups from a web browser.
It is important to note that each user will have different menu options visible to them, so your ServiceControl dashboard will not look exactly like the screen shots that you see throughout this guide.
How to log into ServiceControl
Your ServiceControl administrator will provide you with a website link for your login.
Once you reach your Dashboard, select the section from the top level tabs.
The Manage tab gives you the ability to locate and manage one or more users.
How to locate users
Use the Search form to find users by username, first or last names. You can specify a full name, partial name or use wildcards.
How to manage a user
Right-click the user you want to manage to see a pop-up menu of tasks that you can perform.
Includes enabling and disabling users, changing passwords, adding users to groups and email distribution lists, and updating a user’s personal identification information.
Enable / Disable a user
Disabled users will appear in the user list as a strike through. Open the task menu for the disabled user and select Account Status. Uncheck the Account Disabled option and save the change.
Change a user password
Open the task menu for a user, select Security and Reset Password, and provide a suitable password.
Add a user to a group or distribution list
Right-click one or more users to access the task menu and select Group Membership. This will show the groups the user is currently a member of.
Click Add and click Search. Select the desired group(s) or distribution list(s) to add the user to and click Add.
The list of managed groups will change to include the newly added groups. Click Close to exit Group Management.
Modify identification information
Access the task menu of a user and choose Identification to open the Identification Information window. The user’s information is presented in three or more tabbed pages. Some information may be locked to prevent editing. You can modify information and save the changes.
How to bulk-manage users
ServiceControl provide two methods to bulk manage users:
- From the list of users, use CTRL and click to select users. Right-click a user in the selected list and ServiceControl will provide a smaller menu of tasks that can be performed against the selected users, or
- From the list of users, use CTRL and click to select users. Click the Bulk Manage button at the top of the user list and ServiceCloud will open a wizard with different procedures that can be completed.
Select the Create tab to access the list of create folders that contain create profiles which are procedure wizards. You can double click a folder or create profile. Some create profiles will be enabled for Bulk create.
How to create a user
Double-click a create profile to start the procedure which will open a web form. Complete the required and option fields and click Next. Complete the rest of the procedure steps as presented.
How to bulk create users
Select a create profile that is Bulk enabled.
In the create form, select the option to bulk import users using a CSV file. Select the CSV file and click Next.
Next, you will match the column headers from the CSV file to the corresponding fields in the create user form.