Module 1: Managing Users

Learn all about Users and how to manage them with this short video. In the script, the "Survey people" button has been replaced with the "Edit and send" button. 

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Welcome to Delighted Admin Certification, Module 1: Managing Users!

As your program plan comes together, you'll start working toward its goals with your frontline Delighted users—the very colleagues who’ll customize surveys, drive data collection, and act on the findings. In this facet, Admins alone have authority over two thoroughly intertwined elements: User and Project management.

To break these symbiotes into bite-sized bits, Module 1 will look at user management while Module 2 completes the pairing by covering project management.

In this Module, we’ll cover understanding user types, adding, editing, and deleting users, and training your users. Before jumping in, let's rehearse the parts each team member plays as if they were the members of an orchestra.

We have: Admin users: Powerful conductors, with full access to the Delighted platform. (That’s you!) Standard users: Musicians in the orchestra, with complete, per-project access to their assigned parts. And Limited users: Appreciative audience members—which may include a few critics. (Such is life.)

To quickly capture the differences between users, click your Admin Account menu. You’ll see that you have access to a complete set of options—some of which are unavailable to Standard and Limited users for security reasons.

Standard and Limited users don’t see the Users or Plans and Billing options, so they can’t alter your billing, add new users, or delete existing users. (That's a smart check.) They also can’t see the Sending domain option, which means they can’t set up custom “from” email addresses.

Limited users also lose access to the Survey People Edit and sent button and the People tab. This blocks them from sending surveys, making platform changes, customizing surveys, and rewriting questions. With no access to the Project menu settings Gears either, they can’t rename projects, change time frames, alter Throttling, or customize translations. (That’s a score of limitations.)

Remember: Limited users are consumers of research only. As such, they are given access to aggregated Reports, Metrics pages, Permalink, and Response History pages. As “audience” members, Limited users are best left out of projects until after a survey has been distributed to a panel of respondents and results start rolling in. Otherwise, there won’t be any results for them to see! (It’s a bit like listening to the string section tuning up before a big performance. How boring is that?)

Now that we know what each of the user types are for, let’s dive into managing those users! The Users page is your control center—where all the action is. To open the Users page:

1. Open Delighted and click Account
2. Pick Users from the menu

The Users page displays all of your current users, including every team member that has accepted an invitation to “Join” a project from either you, your predecessors, or your fellow Admins.

On the Users page, Admins can: Invite users to Delighted, assign projects to users, edit user roles (Limited, Standard, or Admin), or remove users. Delete—or Remove—a user by clicking Remove next to the user’s name. Change user roles by clicking Edit to change the status—say from Limited to Standard. You can also change which projects a user has access to from this Edit screen. Invite a new user by typing their email into the “Email address" box, selecting the role they should be assigned, and checking which projects they should have access to.

Keep in mind, there is a cap on the number of users you can invite based on your plan (as this message suggests). Deleting idle users will make room for new users under your cap. To learn your limits, review your plan’s details from time to time. (See Module 4: Administering Plan Limits & Billing.)

Now, you might be thinking, “Should I just make everyone an admin and be done with it?” This would remove any worries about permissions and limitations. It's your call, but there are inherent security risks and data exposures to consider. (See Module 3: Addressing Security.) Plus, there is such a thing as too many cooks in the kitchen! Keep in mind: Standard user status is not an impediment to the execution of successful survey campaigns!

Any Admins you create will have open access to all of your organization’s projects. Imagine a rogue Admin—bumping up against plan limits—decides to delete a few random Projects, Users, Alerts, or Trends that they errantly assume are “unnecessary.” We recommend giving Admin status only to those with the authority to make Admin-level decisions.

That being said, it’s helpful to have a backup Admin! Imagine if an Admin, named Alpha for instance, takes a few weeks off to hike Kilimanjaro. Alpha can’t manage Users and Projects during a fortnight trek up the volcano. (There are no 5G bars up there. No bars of any kind, for that matter!) Luckily, Alpha upgraded ThetaIT as the designated backup Admin in her absence. While the Maestro is on the mountain, ThetaIT can avoid bottlenecks, pay bills, and address any unexpected explosions during Alpha’s volcanic absence that may toss critical projects onto the ashen cinders of neglect. (Did we overdo the volcano thing?)

Time for a little quiz to see how well you’ve been paying attention. Can you help Alpha decide what user type should be assigned to each of their colleagues?

First up is Delta. Delta is a Marketing Manager running NPS and PMF surveys on Hem & Stitch branded  products. For Delta, features are the key drivers. The NPS and PMF surveys need Additional Questions to dig into the customer experience. Delta also relies heavily on Trends, Alerts, and Reminders to elicit high response rates. To be able to manage these two projects, what access level should Delta have?

If you guessed Standard, you’re right! Delta needs Standard access to be able to edit and distribute surveys, but doesn’t need Admin level access since they only manage two of the company’s projects.

Next we have Beta. Beta is a Support Manager who accesses a Delighted CSAT survey multiple times each day to review responses, tweak Alerts, and to make updates to Additional Questions. At key touchpoints, Beta’s surveys are triggered automatically by the Zendesk integration. What user role should we assign to Beta?

That’s right—Standard as well! Beta needs to be able to edit Alerts and those Additional Questions, so even though surveys are triggered automatically, Limited access won’t cut it.

Finally, we have Omega, the company’s CEO. As CEO, Omega logs into Delighted to review feedback from all of the various surveys along the customer journey to prepare reports for the Board. They also view Dashboards in Geckoboard, although that integration was set up already by another user. What access level does Omega need?

Just because they need access to all projects doesn’t mean Omega needs to be an admin. In fact, Limited access is all that’s required here, since Omega is a consumer of feedback only.

How’d you do? If you need a bit more review on User types, head to our Help Center and check out the article “Accounts and User Types” for all the nitty gritty details.

As a time-crunched Admin, you'll get questions from all angles: mostly from new users—eager to plunge in, reconfigure projects, and rush out their surveys. That’s good! It means you’re getting your money’s worth. Albeit, repeating the basics time and again can gobble up critical bandwidth from other high-value tasks. 

Think about recommending Delighted’s Core Certification to your users! Our basic course includes six core modules that can be completed inside of an hour. (It hardly takes any time at all.) With a bit of hands-on practice, your users will be ready for the 50-question Core Certification Exam. (And they will pass—because we give post-exam feedback and retakes are completely okay with us!) 

All of our Certification courses are self-serve and completely free. As if that isn’t enough incentive, completion comes with a lively digital badge that finishers can post anywhere—Slack, LinkedIn, or on their CV! To get your team members started, have them click the Core Certification tile in the Training & Certification section of the Help Center.

Thanks for joining us for Module 1 of Delighted Admin Certification! We covered: Understanding user types, adding, editing, and deleting users, and training your users. We’ll see you soon for the next Module!