Working with Business Units

Overview

This is an add-on feature and must be enabled. Contact the Customer Success Team, or customersuccess@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.

Topics Included in This Article

• Creating Business Units
• Editing and Managing Business Units
• Deleting Business Units
• Business Unit Mapping for Users
  • Notes on Mapping Users
• Business Unit Mapping in Projects
• Business Unit Mapping in the Content Library
• Configuring Project and Intake Metadata Settings
  • Configuring Project Metadata Settings
  • Intake Metadata Configuration

Creating Business Units

1. Go to Organization Settings > Company Information > Business Units and click Add Business Unit.
   
2. The Primary Users tab opens by default. Enter the details for the new BU:
   
   • Add a name for the BU.
   • Specify a project limit number for the BU.
     Note: To create as many projects as the license limit allows, enter 0 (zero).
   • Enter a description.
   • Enter the hex codes for the BU foreground and background colors to help differentiate this BU from others.
3. Click the Share with Users tab and select the users you want to to share with, or search for them in the Search Users field.
4. 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 > Company Information > Business Units and click the tile of the BU you want to edit.
2. Modify the required details, then click Save.
   

Deleting Business Units

If a BU is no longer needed, you can delete it.

1. Go to Organization Settings > Company Information > Business Units and hover over the tile of the BU you want to delete.
   
2. 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.
     

Business Unit Mapping for Users

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 > Users > Manage Users and click on the user to be mapped to the BU.
2. Click Update Business Units, then select the BU to be mapped with the user from the Primary Business Unit drop-down.
   
3. Select the BUs to be shared with this user (if applicable), then click Update.

Permissions for mapping users to BUs

• When Admins with All Permissions add new users, they can add only their BU as the primary BU of the new user. However, if the admin has access to other BUs, the users can be given shared access to those BUs.
• When managers add new users during project creation, they can add users only to the BUs that they belong to. For example, if the manager belongs to the APAC BU they can add users to APAC only.
• When managers adding existing users, they see a list of only users who belong to the BU that they're 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.

Business Unit Mapping in Projects

Once BUs are created for your organization, each project must be mapped with a BU.

When creating a project:

• 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 PBU 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.

Business Unit Mapping in the Content Library

• When Q&A pairs or documents are added to the Content Library from a project they inherit the properties of the BU properties.
  
• Users in the primary BU and shared BU can view the Q&A pairs in the Answer Library.
• When adding new Q&A pairs or documents you'll be prompted to select the primary BU and shared BU.
• Admins can edit Q&A pairs or document properties to share it with other BUs.
• 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.
• 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 contents using the Business Units facet.

Configuring Project and Intake Metadata Settings

You can set Project and Intake metadata specific to BUs.

Configuring Project Metadata Settings

1. Go to Organization Settings > Response Projects > Preferences, then scroll down to the Others section and turn on the Project Metadata toggle.
   
2. Select the BU you want to configure the default metadata for, then 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.
3. Click Save.

Configuring Intake Metadata Settings

1. Go to to Organization Settings > Intake Settings and turn the Intake Metadata toggle on.
   
2. Select the BU you want to configure the metadata for, then 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.
3. Click Save.