Roles and Access Groups
Pega Smart Dispute™ Agentic Automation (SDAA) offers a comprehensive application for managing dispute processing through a well-defined user access structure. This structure consists of roles that define specific user functions and Access Groups that combine these roles to match your organization's operational needs. Understanding this structure helps organizations implement effective user management strategies that align with their business requirements.
User roles overview
SDAA includes several predefined roles that support key functions in dispute processing. Each role provides specific capabilities tailored to different user responsibilities in the application. Organizations can configure additional roles or combine various roles within access group profiles to provide greater flexibility that aligns with their specific organizational structure and business requirements.
The following table describes the functions supported by roles shipped with the application:
|
User function |
Role used by |
Description |
|
Disputes operator |
Analysts trained in card dispute processing. |
This user represents a standard disputes operator who can create and process claims. |
|
Claim Level user |
Analysts who need to retrieve and work all multi- dispute transactions associated with a single claim. |
This user has access to additional flexibility in routing and managing multi-dispute transaction processing assignments at a centralized claim level. |
|
CSR user |
Customer service or phone center representatives. |
This user has access to additional functionality as a "front office". A User who interacts with bank customers. |
|
Disputes manager |
Supervisors and managers |
This user has additional privileges as a supervisor or manager to assist in claim processing, approve certain processes based on business parameters, and manage work. |
|
Security administrator |
Data and user security administration personnel. |
This user can create and update operators, access profiles and user privileges. |
|
System administrator |
System administrators and development personnel. |
This user has access to perform developer and system administration related tasks. |
In addition to these user roles, additional user roles can be added to have access to App Studio, to update the application configurations and settings.
Access Group implementation
Access Groups in SDAA combine one or more Access Roles to create comprehensive user profiles. After creating your implementation application, you define operator records and assign them to appropriate Access Groups.
The application includes preconfigured Access Groups that align with typical application Personas:
|
Access Group |
Persona |
Purpose |
|
PEIssuers:Admin |
PESysAdmin |
Provides access to App Studio (the default) and also access to Dev Studio. |
|
PEIssuers:CSFSUser |
Customer service front office user |
Provides access to the Interaction Portal. |
|
PEIssuers:BackOfficeUser |
Back office user |
Provides access to the Interaction Portal for back-office work. |
|
PEIssuers:Manager |
Manager |
Provides access to the Interaction Portal, including manager tools. |
|
PEIssuers:FrontOfficeUser |
Front office user |
Provides access to the Interaction Portal. |
Benefits of Role-Based Access Control
Role-based access control in SDAA provides several advantages:
- Organizational alignment: The ability to combine various roles within access group profiles provides flexibility that adapts to your company's organizational structure.
- Appropriate access levels: Users receive access only to the functions they need to perform their jobs.
- Simplified administration: Predefined roles and access groups streamline the user management process.
- Enhanced security: Clear separation of responsibilities helps maintain proper security controls.
The user roles and access groups in Pega Smart Dispute Agentic Automation form a flexible application that supports the diverse needs of dispute processing. By understanding and properly implementing this structure, organizations can create an efficient, secure environment that aligns with their operational requirements.
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