Description

Introduction:

This course focuses on the critical aspects of managing users and ensuring security within the Genesys Cloud platform. Participants will learn how to create and manage user accounts, assign roles and permissions, configure authentication methods, and implement security best practices. The course equips learners with the knowledge to maintain a secure, well-governed contact center environment.

Prerequisites:

• Basic understanding of contact center operations

• Familiarity with cloud computing concepts

• Knowledge of user roles and permissions is helpful

• No prior Genesys Cloud administration experience required

Table of Contents:

1. Introduction to User Management

1.1 Overview of user management in Genesys Cloud
1.2 Understanding users, roles, and permissions
1.3 Divisions, groups, and teams

2. Creating and Managing Users

2.1 Adding new users
2.2 Editing and deactivating user accounts
2.3 Assigning roles and permissions effectively

3. Authentication and Access Control

3.1 Single Sign-On (SSO) configuration
3.2 Multi-factor authentication (MFA)
3.3 Managing session and login settings

4. Role-Based Access Control (RBAC)

4.1 Understanding predefined roles
4.2 Creating custom roles
4.3 Assigning roles to users and groups

5. Security Best Practices

5.1 Password policies and account security
5.2 Monitoring user activity and audit logs
5.3 Data protection and compliance considerations

6. Integration and External Access

6.1 API access and permissions
6.2 Third-party integrations and security considerations
6.3 Managing external user accounts

7. Troubleshooting and Maintenance

7.1 Common user management issues and resolutions
7.2 Periodic user audits and clean-up
7.3 Access recovery and support

8. Hands-On Exercises (Optional)

8.1 Creating users and assigning roles
8.2 Configuring MFA for users
8.3 Reviewing audit logs for security events

This course empowers participants to manage users securely within Genesys Cloud, ensuring proper access control and compliance with security standards. Learners will be prepared to implement role-based access, monitor user activity, and maintain a secure contact center environment.