Delegated administration

Permission scope enables you to delegate administration in Medallia Experience Cloud. For example, you might allow a role to manage user accounts, but only a subset of accounts as defined by those users' roles.

You can delegate administration in several ways, such as by markets, business units, and areas of responsibility within your company. Delegated administration is critically important to managing multi-market businesses, which have a greater need to separate management of feature and data access.

For example, suppose a company has roles based on functions within business units. It might have roles such as BU1_Agent, BU1_Manager, BU2_Agent, BU2_Manager, and so on. Those with the BU1_Manager role might be granted the ability to manage reports, with a permission scope that limits their report management to only the reports visible to the BU1_Agent and other BU1 roles. Similarly, the BU2_Manager role might manage reports visible to users with the BU2_Agent and other BU2 roles.

Note: Granting permissions and data access to other users is governed by the admin's primary role. For more information, see Data access permissions.

Administrative roles for a multi-market company

While the names of specific roles in every company will be slightly different, create three-tier structure of administrator roles in a multi-market company:

  1. Experience Cloud administrators are at the top of the administrative structure and have the ability to manage all programs. Medallia company administrators are always super administrators. Medallia partners and service administrators can be configured to have a subset of super administrator permissions. For largest customers, this role is typically used by a central/pooled support team with the customer's organization assisting Program administrators with troubleshooting or advanced administrative activities. Primary administrative tasks for the Experience Cloud administrator user include:

    • Controlling the data access and administrative capabilities of program and sub-program administrators. This includes controlling the administrative capabilities those administrators can, themselves, delegate.

    • Delegating administrative rights to manage specific surveys.

    • Delegating administrative rights to manage specific reports.

  2. Program administrators have administrative responsibilities that span the entire company, but with a more narrow scope than the capabilities held by Experience Cloud users. They are responsible for the health and consistency of Experience Cloud programs across all markets. While program administrators might create the surveys and reports needed for specific markets, program administrators are likely to modify those surveys and reports for consistency and general program health. Program administrators can modify (edit), remove, and add components of a program, which could include surveys, roles, and reports if capabilities are granted. Primary administrative tasks for the central administrator include:

    • Creating cross-market reports for analysts, executives, and other stakeholders.

    • Controlling the phrasing of key questions in surveys to ensure consistency across programs.

    • Delegating administrative rights to allow others to manage specific groups of users.

    • Limiting the fields and filters program administrators can see and control.

  3. Sub-program administrators manage the input data (surveys) and output data (reports) for specific markets. As such, they control access to surveys and reports, but usually do not delegate administrative capabilities to other people. Sub-program administrators have access to more granular permissions and have limited abilities to modify specific components of programs. For example, sub-program administrators typically are granted capabilities to manage specific surveys. Primary administrative tasks for the sub-program administrator include:

    • Creating and editing surveys running in that market.

    • Creating reports tailored for the users and stakeholders in that market.

    • Managing which people see specific reports for that market, and determining the reporting capabilities those people have in Medallia Web reporting and Medallia Mobile.

Example multi-market scenario

This scenario uses the administrative structure defined above to show how you can delegate administration to enable smooth program management across markets, while maintaining control at the central level. For simplicity, this scenario covers the main program management needs of surveys, reports, users, and roles.

While a true multi-market company would have market administrators in each of several markets, this scenario uses only one regional market (APAC) to show how administrative capabilities can be delegated and limited in scope appropriately for a market. Permissions for other market administrators would have a similar structure, with scope defined according to the roles in their markets.

For more information, see Administrative permissions.

Survey

As Experience Cloud administrators, Medallia employees and partners are tasked with designing roles that can also administer Experience Cloud. This means designing programs with the clear understanding of who is allowed to modify which parts of Experience Cloud. Typically, the following two groups of sub-administrators are granted the listed permissions:

  • Program administrators — All of the Feedback permissions, which allow these administrators to create and edit surveys, designs, and survey emails. The scope of these permissions is set to All, allowing program administrators to fully manage all surveys across all markets.
  • Sub-program administrators — The Edit Surveys permission, with the scope set to allow these administrators to edit the surveys in their markets only.

Reports

The Experience Cloud administrator has permission to manage all reports, and delegates the following report administration permissions to program and sub-program administrators:

  • Program administrators — All of the Reports and Preferences permissions, which allow these administrators to manage reports, controls, custom modules, and shared custom filters. The scope of these permissions is set to allow report management for roles at the central level of the company only. For example, the scope might be limited to the Executive - Corporate, CX Team - Corporate, Product Lead - Corporate, and Touchpoint Lead - Corporate roles.
  • Sub-program administrators — The Manage Reports and Controls and Manage Custom Modules permissions, with the scope set to allow these administrators to edit the reports for their markets only. For example, the scope might be limited to the Executive - APAC, CX Team - APAC, Product Content - APAC, Product Internet - APAC, and Product Mobile - APAC roles.

Users and roles

The Experience Cloud administrator has access to all users and roles, and delegates these administration permissions to program and sub-program administrators:

  • Program administrators — All of the Users and Roles permissions. The scope of these permissions is set to allow user and role management at the central level of the company only. For example, the scope might be limited to the Executive - Corporate, CX Team - Corporate, Product Lead - Corporate, and Touchpoint Lead - Corporate roles.
  • Sub-program administrators — The View Users, Manage Users, and Manage Roles permissions, with the scope set to allow these administrators to manage users and roles for their markets only. For example, the scope might be limited to the Executive - APAC, CX Team - APAC, Product Content - APAC, Product Internet - APAC, and Product Mobile - APAC roles.