Role-Based Access Control (RBAC) for AR Helpdesk

Written by Uday Kumar Updated

Purpose

Use Role-Based Access Control (RBAC) for AR Helpdesk to assign the right level of access to each user who works in the AR Helpdesk console. RBAC ensures that managers can configure and oversee AR Helpdesk, while analysts can focus on day‑to‑day task processing and AR records.

This article summarizes the AR Helpdesk roles and what each role can see and do.

AR Helpdesk roles

AR Helpdesk uses three primary roles:

  • SuperAdmin – Platform‑wide administrative role.

  • AR Helpdesk Manager – Full AR Helpdesk console access and configuration control.

  • AR Helpdesk Analyst – Operational role focused on viewing AR data and working tasks.

All AR Helpdesk roles are configured in the Auditoria console and are separate from any roles in your AR system of record.

Table 1. AR Helpdesk roles and responsibilities

Role

Who typically has this role

Primary focus

SuperAdmin

Platform administrators, IT leads

Global configuration, user and connection management across all skills.

AR Helpdesk Manager

AR operations leads, supervisors, team leads

Managing AR Helpdesk configuration, workload, reporting, and oversight.

AR Helpdesk Analyst

AR analysts, customer support reps working AR email

Working AR Helpdesk tasks and viewing AR records.

Actions by role – AR Helpdesk

The table below shows what each role can do in the AR Helpdesk context.

Table 1. AR Helpdesk – Actions by Role

Action / Capability

SuperAdmin

AR Helpdesk Manager

AR Helpdesk Analyst

Access AR Helpdesk console (Dashboard, Mailbox, Tasks, AR records)

Yes

Yes

Yes

View Helpdesk Mailbox (inbound/outbound messages)

Yes

Yes

Yes

View all synced AR records (customers, invoices, payments, disputes)

Yes

Yes

Yes

View SmartFlow skill status for AR Helpdesk

Yes

Yes (read‑only)

Yes (read‑only)

View assigned tasks

Yes

Yes

Yes

View unassigned tasks

Yes

Yes

Yes

Claim / unclaim tasks

Yes

Yes

Yes

Complete tasks (set status to Done)

Yes

Yes

Yes

Assign or reassign tasks to users or teams

Yes

Yes

Limited *

View dashboards and reports

Yes

Yes

Limited *

View audit logs for AR Helpdesk

Yes

Yes

No

Configure Relaxed Matching for AR Helpdesk

Yes

Yes

No

Configure Automatic Task Distribution and Teams for AR Helpdesk

Yes

Yes

No

Start, stop, or edit AR Helpdesk SmartFlow instances

Yes

Limited * (skill‑specific)

No

Manage users and RBAC roles (add users, change roles)

Yes

No

No

Configure mailbox and system‑of‑record connections for AR Helpdesk

Yes

No

No

* “Limited” means behavior can vary by tenant configuration. For example, some tenants may allow analysts to reassign tasks to themselves or to other users within their team, but not configure global policies or settings.

What each AR Helpdesk role can see

SuperAdmin

  • Sees all SmartFlow skills and consoles across the platform, including AR Helpdesk.

  • In AR Helpdesk, can:

    • Access the Dashboard, Mailbox, Tasks, and all AR records.

    • View and edit all settings (including Relaxed Matching, Automatic Task Distribution, Teams, and skill configuration).

    • View all audit logs.

  • Can add or modify:

    • Users and their RBAC roles.

    • Mailbox connections and AR system‑of‑record connections.

    • AR Helpdesk skill instances (start, stop, edit).

AR Helpdesk Manager

  • Has full access to the AR Helpdesk console:

    • Dashboard and reports.

    • Helpdesk Mailbox.

    • All tasks (assigned, unassigned, completed).

    • All synced AR business objects (customers, invoices, payments, disputes).

  • Can:

    • View, assign, and complete tasks.

    • Configure Relaxed Matching for AR Helpdesk.

    • View and configure distribution policies and teams used for AR Helpdesk task routing.

    • View audit logs related to AR Helpdesk.

    • View SmartFlow status and settings for AR Helpdesk (in many tenants this access is read‑only, with skill lifecycle managed by SuperAdmin).

  • Cannot:

    • Add or remove platform users.

    • Change user roles.

    • Edit global platform integrations beyond AR Helpdesk configuration.

AR Helpdesk Analyst

  • Has operational access focused on day‑to‑day work:

    • Dashboard (where enabled).

    • Helpdesk Mailbox.

    • Their assigned tasks and unassigned tasks they can claim.

    • All synced AR records related to their work (customers, invoices, payments, disputes).

  • Can:

    • View and claim unassigned tasks.

    • Work and complete assigned tasks.

    • Navigate from tasks to related AR records and back.

    • View SmartFlow status pages where exposed (read‑only).

  • Cannot:

    • View or manage Relaxed Matching configuration.

    • Configure Automatic Task Distribution or Teams.

    • View audit logs.

    • Change AR Helpdesk SmartFlow configuration (start/stop/edit skills).

    • Manage users or role assignments.