Permissions & settings
Permissions & visibility
Customer Success follows the same permission model as the rest of XBuddy: what you can see and do is controlled by your role, and — where your tenant has data scope configured — by ownership and team membership.
- CS Owner / CSM — typically sees and works accounts, health, renewals, and Helpdesk tickets they own (or their CS team owns, if team assignment is on). Can log activity, resolve alerts, and progress renewals and tickets they have access to.
- CS Manager — broader visibility across their team’s book; can additionally review the health-alert and support-challenge queues, reassign work, and act on retention reports.
- Admin — full visibility and configuration access: health-score weights, SLA policies, playbook triggers, CS teams, and CS master data.
Health alerts and Helpdesk tickets both enforce this scoping strictly: a record you don’t have access to won’t appear in a list, and opening it directly returns a not-found response rather than revealing that it exists.
Related settings
| Setting | What it changes | Where |
|---|---|---|
| Health scoring components and weights | What “healthy” means for this tenant | /customer-success/settings |
business.cs_team_management | CS teams and team-scoped data | Settings → ERP features |
| Playbook triggers | Which segment change fires which playbook | /customer-success/settings/playbooks |
| Onboarding templates | The default programme new customers get | /customer-success/onboarding/templates |
Data scope for healthAlerts, helpdeskTickets | Who sees which queue rows | Settings → Roles → Data scope |