This article describes how to update the CPM employees into Freshdesk so that they see the appropriate Knowledge base content.
Freshdesk allows the creation of Companies to use within the CPM Company. Freshdesk companies are more like departments for our company. Freshdesk allow the restriction of content viewable by adding company members to various Freshdesk companies. Note that everyone in a particular Freshdesk Company will be allowed to view
1. In Solutions, every category such as CPM Staff below has folder. You can set who sees each folder.
2. Get a list of CPM employees from the various Google Groups.
- TL Group
- RC Group
- Tech Group
- Accounting
- Coaches
- Directors
- CPM Ed Group
You will be provided the lists from a CPM Google Admin such as Elizabeth Coyner or Carol Cho or Kimberly Richards.
3. In Freshdesk:
- Go to Customers
- Click the Companies Tab
- Click the company title you want to edit.
- Under Title there is the number of contacts. Click it.
- You will get a list of all of the members of that company.
4. Remove any company affiliation for members on Freshdesk that are no longer in the CPM Google Groups.
- Follow the steps in #2 above.
- Click the edit contact button on the member.
- Go to the company field and remove the company.
- Click 'Save' at the top of the page.
5. Add new CPM Google Group Members to Freshdesk Companies.
- Follow the same steps in #2 above.
- Once into the company, click the 'New Contact' button. NOTE: DO NOT USE the 'Quick Create' button.
- Fill out the full name, email and Freshdesk Company. NOTE: All companies start with CPM. Wait for the list to appear and select.
- Click 'Save'.
