Working with Business Units

Overview

This is an add-on feature and must be enabled. Contact your account manager, or accountmanagers@responsive.io, to enable it and have your default Business Unit set up by our support team. Also, enabling this feature locks your account for 10-15 minutes, so be sure to coordinate with your Response team accordingly.

Business Units (BUs) allow you to create distinct operating units, and is the top-level method to control visibility and access to projects and content within the application. Each BU can have assigned users, projects, and content. Additionally, it's possible to provide cross-BU or cross-enterprise visibility as desired and share a common pool of projects across BUs.

BUs are sold individually.
For an overview of this feature, download the attachment at the end of this article.

Your company has multiple product lines and each one of them has its own response team. Enabling BUs helps create a cleaner environment for each team and ensures better control of visibility and privacy.

Permissions

Once enabled, every user must belong to a BU (Primary BU). Users can be granted access to other BUs or All BUs.

Super Admins can add users to a BU, share access to a BU, and view which BUs are shared with users.
Admins with All Permissions can update or add users to BUs that they (the admin) have access to.
To update a user's primary BU, you must have the permission Update User Primary Business Unit. You can update the BU to the BU to which you belong to or you have access to.
To update a users shared BU, you must have the permission Manage Users. You can update the BU to the BU to which you belong to or you have access to.

Select the applicable tab for your edition of Responsive.

Topics Included in This Article
Creating Business Units
1. Go to Organization Settings > Business Units > Manage Business Units and click Create New.
2. Enter the details for the new BU:
  - From the Users tab:
    - Add a name for the BU.
    - Under Project Limit, specify a project limit number for the BU.
      Note: To create as many projects as the license limit allows, enter 0 (zero).
    - Enter the hex codes for the BU foreground and background colors to help differentiate this BU from others.
  - From the Share with Users tab, select the users you want to to share with or search for them in the Search Users field.
3. Click Create. A success message appears and the new BU appears in the list of BUs.
Editing and Managing Business Units
1. Go to Organization Settings >Business Units > Manage Business Units; then, click the More Options menu associated with the BU to be edited and select Edit.
2. Modify the required details and click Update.
Deleting Business Units

If a BU is no longer needed, you can delete it.
1. Go to Organization Settings >Business Units > Manage Business Units.
2. Click the More Options menu associated with the BU to be deleted and select Delete.
3. Take action on the pop-up that appears:
  - If an error message displays stating that the BU cannot be deleted:
    1. Remove any associations (such as associated projects, intakes, or users).
    2. Once all associations are removed, go back and delete the BU.
    3. Click Yes when prompted to delete the BU.
  - If a message appears asking if you are sure you want to delete the BU, click Yes.
Users - Business Unit Mapping

For effective collaboration, users can create intakes, projects, and add content in the Answer Library and Document Library even in BUs shared with them. To add users to a BU:
1. Go to Organization Settings > User Management > Manage Users and click on the user to be mapped to the BU.
2. Click the Edit icon under Primary Business Unit.
3. Select the BU to be mapped with the user from the Primary Business Unit drop-down.
4. Select the BUs to be shared with this user.
5. Click Update.
Notes on Mapping Users
- When adding new members, Admins with All Permissions can only add their BU as the primary BU of a new user. However, if the admin has access to other BUs, the users can be given shared access to those BUs.
- While creating projects, when managers add new users, they can add users to those BUs to which they belong to. For example, in the image below, the manager belongs to the APAC BU so they can add users to APAC only.
- When adding existing users, managers only see a list of users who belong to the BU they are a part of.
- When users with the Manage Users permission attempt to update the shared BU of another user, they can delete the BU that is currently shared to the other user (even if they are not part of that BU). However, they can only add those BUs to which they have access to or they belong to.
- When a user with the Update User Primary Business Unit permission attempts to update the primary or shared BU of another user, they can delete the BU that the other user belongs to or has access to (even if they are not part of that BU). However, they can only add or share those BUs that they have access to or they belong to.
Projects - Business Units Mapping

Once BUs are created for an organization, you must map each project with a BU.

While creating a project:
- All projects must be mapped with a BU.
- Projects can be shared with other BUs that the project creator has access to.
- Even when the project is shared with other BUs, only users from the Primary BU can be the project’s primary contact.
- When project is shared across BUs, users from other BUs are able to collaborate.
- To allow users from Shared BUs to collaborate effectively within the project:
  - The project’s shared BU users can be assigned as Authors and Reviewers.
  - The project’s shared BU users can be assigned as a project’s primary and additional primary contacts.
  - The project’s shared BU users can be assigned as task owners.
Answer Library - Business Unit Mapping
- When a Q&A pair is added to the Answer Library from a project, the BU properties carry over to the Answer Library.
- Users in the primary BU and shared BU can view the Q&A pair in the Answer Library.
- When a new Q&A pair is added from the Answer Library, you are prompted to select the primary BU and shared BU for the Q&A pair.
- From the Answer Library, Admins can edit the Q&A pair to share the Q&A pair with other BUs.
- Users inherit their role permissions across BUs and can search for content in their BU, or BUs that they have shared access to.
- You can filter the contents using Business Units facet.
- To allow users from shared BUs to collaborate effectively as owners and moderators for the content:
  - The content’s shared BU users can be assigned as Owners.
  - The content’s shared BU users can be assigned as Moderators.
Document Library - Business Unit Mapping
- Documents added to the Document Library from projects inherit the BU properties of the project.
- From the Document Library, admins can edit the file properties to share the file with other BUs.
- If a new document is added to the library from the Document Library page, you are prompted to select the primary BU and shared BU for the document.
- Users inherit their role permissions across BUs and can search for documents in their BU, or BUs that they have shared access to.
- You can filter the contents using Business Units.
Project and Intake Metadata Settings

You can set Project and Intake metadata specific to business units.

Project Metadata Configuration
1. Go to Organization Settings > Project > Preferences and turn on the Project Metadata toggle.
2. Select the BU you want to configure the default metadata for.
3. Complete the other fields as necessary.
  Note: The metadata specified here for the Project Primary Contact, Additional Primary Contact, and custom Select User Type fields are applicable only to the BU selected here; other metadata remains common across all BUs.
4. Click Submit.
Intake Metadata Configuration
1. Go to to Organization Settings > Intake Settings.
2. Click Edit in the Intake Metadata section and then and turn on the Intake Metadata toggle.
3. Select the business unit for which default metadata has to be configured.
4. Complete the other fields as necessary.
  Note: The metadata specified here for the Project Primary Contact, Additional Primary Contact, and custom Select User Type fields are applicable only to the BU selected here; other metadata remains common across all BUs.
5. Click Submit.
Essentials features are subscription-based and may not be available for all users. Contact your account manager, or accountmanagers@responsive.io, for more details.