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Access Sponsor

Allow lower-tiered support reps to request temporary admin rights without revealing credentials.

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Secure Rights Escalation in Lower Tiers

Access Sponsor lets lower-tier reps ask higher-tier reps - designated as Access Sponsors - to enter the necessary credentials for temporarily escalated privileges. This enables the rep to perform more extensive troubleshooting without knowing the administrative credentials. The rep has the use of the administrative credentials only for the duration of the session.

 

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Cost-Effectively Engage Higher-Tier Resources

Higher-tier reps - designated as Access Sponsors - have a special queue used to monitor requests for sponsored access. Also, the rep can request help from an Access Sponsor. If the Access Sponsor accepts the request for help, they can share the session with the lower-tier rep and assist in the session. Access Sponsor connects lower-tier reps with upper-tier reps, giving lower support tiers the help they need to resolve more incidents more cost-effectively.

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How Access Sponsor Works

Administrators create groups of Access Sponsors. Technicians with restricted permissions can ask more highly privileged reps to elevate their rights or enter credentials for a remote system.

Access Sponsors see an Access Requests tab in the representativeconsole. When a technician makes a request, all sponsorswill see a new Access Request in their queue.

Once an Access Sponsor accepts the request, a prompt appears with options to

  • Enter credentials
  • Elevate the customer client
  • Join the session

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