Governance in Customer Feedback Management offers granular control over user permissions across various functional levels, allowing access to be granted based on specific roles and responsibilities. It enhances security and operational efficiency by supporting permissions at the Survey, Program, and App levels, each with configurable actions that can be enabled or restricted. This framework ensures clear accountability and simplifies the management of user access throughout the platform.

The Roles are divided into 3 main categories:

1. Survey Level: These permissions control access and actions related to surveys.

   1. View Translation: Allows you to view translations in the survey.

   2. Edit Translation: Allows you to create or modify translations.

   3. View Distribution: Provides access to view survey distribution details.

   4. Edit Distribution: Allows you to set up or edit survey distribution.

   5. View Response & Analytics: Grants access to view survey responses and analytics reports.

   6. Edit Response & Analytics: Allows you to configure or modify analytics and response settings.

   7. View Automation: Provides access to view workflows and case rules.

   8. Edit Automation: Allows you to create and edit workflows, case rules, and associated actions.

   9. Delete Automation: Grants permission to delete workflows and case rules.

   10. Edit Settings: Allows you to update survey settings.

   11. Publish: Grants the ability to publish the survey along with any modifications made.

2. Program Level: This set of permissions gives you access to Programs and Subprograms.

   1. View: Allows you to access Program and Sub-Program pages and view the Survey screen. Users cannot edit or add actions.

      Note:

      • For existing surveys, users with Program Level > View access are restricted by Survey Level permissions.

      • Users can see the Program page but cannot edit survey details or permissions.

   2. Edit: This permission gives you ability to:

      1. Modify Programs and Sub-Programs.

      2. View all activities related to the Program.

      3. Add new surveys and create surveys (through button access on the Record Manager).

      4. Edit surveys they have been created using the Builder.

         Note:

         • Editing survey details or permissions requires Platform Level > Edit Program permission.

         • Builder access, granted through this permission, allows you to edit surveys at the Survey Level (“Can Edit”).

         • Cloning a survey is tied to the ability to add a survey. This action is only available if you have Platform Level > Edit Program permission. Without it, cloning is disabled.

   3. Delete: This permission gives you access to delete access to Programs. You’ll be able to delete both shared and created Programs/Subprograms, in addition to all the capabilities included in the View permission.

      Note: Deleting a survey is only allowed if the user has Platform Level > Delete permission. Without this, deletion is not permitted.

3. App Level: This permission controls the visibility of the feature within the CFM App.

   1. View Creatives: Allows you to view access to creatives.

   2. Edit Creatives: Grants permission to edit creatives.

   3. View Hierarchy: Allows you to view hierarchy.

   4. Edit Hierarchy: Grants permission to edit hierarchy.

   5. View Survey Fields: Allows you to view transaction fields and response custom fields.

   6. Edit Survey Fields: Grants permission to edit transaction fields and response custom fields.

      For Custom Fields:

      1. If field visibility is set to a project, you must have Edit Survey Custom Field (granular permission) + Edit Survey Field at the Platform Level.

      2. If scoped to a program, you must have Edit Survey Field at the Platform Level.

      3. If visible in all programs, you must have Edit Survey Field at the Platform Level.

   7. View Transactions: Allows you to view transactions.

   8. Edit Transactions: Grants permission to edit transactions and perform all associated edit actions.

   9. View Profile Samples: Allows you to view profile samples.

   10. Edit Profile Samples: Grants permission to edit profile samples and perform all associated edit actions.

4. Survey Masking:

   1. View: You can view existing masking templates.

   2. Create: You can create new masking templates.

   3. Edit: You can edit templates that you’ve created or that have been shared with you with editing access.

   4. Delete: You can delete templates you’ve created or those shared with you with edit permissions.

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Business Problems Solved

• Role-Based Access Control: Effective use of role-based access controls in the Governance Module helps organizations maintain accountability and operational efficiency. By assigning team members permissions specific to their areas of responsibility, teams can focus on their tasks without access to unrelated programs, reducing inefficiencies and minimizing the risk of data misuse. This targeted permission management leads to streamlined workflows and enhanced accountability across the organization.

With the Governance Module, you can enhance security by assigning precise permissions that limit user access to only the areas they need, reducing the risk of unauthorized actions and increasing accountability. At the same time, you can streamline workflows by aligning access with roles and responsibilities, helping your team avoid confusion and boost productivity for better project outcomes.

Prerequisities

To access the governance your role shall have following permission:

Accessing Roles and Permissions

1. Go to Universal Search and search for All Settings.

   Alternatively, go to All Settings can be found under the Settings section within the Platform module.

   

2. Navigate to User Management and select either Workspace Roles or Global Roles.

   

3. Go to + Create Role.

   

4. Navigate to the Create New Role page and fill in the details:

   

   1. Name: Enter a meaningful name to the role.

   2. Description: Enter a meaningful description to the role.

   3. Users and User groups: Select the users or user groups where you would want to add this particular role.

   4. Role Permissions: Navigate to CFM App section, and under the CFM App sections select the type of role you would want to create.

Best Practices

• Always establish roles based on the principle of least privilege. Begin with the minimum necessary access and only increase it when business requirements dictate.

• Use user groups instead of assigning roles individually. This ensures easier scaling, auditing, and management as teams grow.

• Clearly separate roles for administrators, managers, and viewers to avoid overlap and confusion in accountability.

• Regularly assess role assignments to confirm that users still require the permissions they have been given.