Module 1: Managing Users
In this module:
- Understanding user types.
- Adding, editing, and deleting users.
- Training your users.
And a bit of help:
Module 1 video
Prefer to read along?
Click CC to enable captions in YouTube or read the full transcript below.
Module 1 practice quiz
FYI: All of the questions on the final exam are taken from the practice quizzes!
- Click here to take the practice quiz for Module 1
- Click here to review the quiz answers
Show Notes № 1
To dig into the nitty-gritty details behind each user role, spend a few seconds with:
Quiz answers
Read the transcript
If you wish to follow along with the script, or just prefer reading, a complete transcript of the video can be seen below.
Welcome to Delighted Admin Certification, Module 1: Managing Users!
As your program 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 size bits, Module 1 will look at user management while Module 2 completes the pairing by covering project management.
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.
Limited users: Appreciative audience members—which may include a few critics. (Such is life.)
To quickly capture the differences between users, click the Account menu. You’ll see that Admins 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 tab, which means they can’t set up custom “from” email addresses, or the Data tab, so they can’t adjust your Data retention policy.
Limited users also lose access to the Edit and Send button, the Export feature, and the People tab. This blocks them from sending surveys, downloading data, making platform changes, customizing surveys, adding Additional questions, and rewriting questions. And, with no access to the Project menu settings gears, 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 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 about the 3 user types, let’s dive into how you can manage your users!
The Users page is your control center—where all the action is. To open the Users page, click Account, then choose the Users tab.
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, and 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 and surveys. They can go rogue and make some questionable changes without your knowledge! Given this power, 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 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 feedback in HubSpot, 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, but mostly from new users—eager to dive 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 Training & 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 fine 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’ll see you soon for the next Module.