Create accounts (including RAM users)
This topic describes how to create employee accounts for the Cloud Customer Service System. To use the system, you need to create users in Resource Access Management (RAM) and associate them with the employee accounts.
1. Log on to Cloud Customer Service System
Log on to the Alibaba Cloud official website with your Alibaba Cloud account. In the search box, search for Cloud Customer Service System and go to the Cloud Customer Service System product page. On the product page, click Management Console, and then click Activate to purchase the service.
2. Grant application permissions and create customer service accounts
(1) Grant permissions for the Cloud Customer Service application
After you click Message, the browser redirects to an Alibaba Cloud authorization page. Select the checkbox to grant access to personal information, such as the username. Select all authorization checkboxes.
(2) Activate Resource Access Management (RAM)
Alibaba Cloud uses RAM to manage roles and accounts. If you have not yet activated the RAM service for your account, an extra step is required when you click Access Control. When prompted, select Agree to grant the required permissions.
(3) Access the RAM service
Go to the Alibaba Cloud Management Console. Move the mouse over your profile picture in the upper-left corner. In the pop-up window, click Access Control to go to the RAM console.
(4) Create a user in the RAM console
In the Resource Access Management interface, on the Users page, click Create User.
① On the Create User page, fields marked with an asterisk (*) are required.
② The Logon Name and Display Name can be the same.
③ For Access Mode, select Console Access.
④ For Console Password, select Custom Password for an easier logon. If you accidentally select Autogenerate Password, you can delete and recreate the account.
(5) Associate the user with a Cloud Customer Service System staff account
Logon Account: Enter the username of the account that you created in RAM. The username must be identical to the one created in the RAM console.
Other Information: Edit as needed.
(6) Log on as a RAM user or customer service agent
① If you purchase only one online agent seat, you can use your Alibaba Cloud account to log on and use the service.
② If you purchase multiple agent seats, customer service agents must log on as RAM users by entering their RAM username and password.
The number of online agent seats you purchase determines how many agents can be online simultaneously in the Cloud Customer Service System. Create and associate RAM user accounts according to the number of online agent seats you purchased.
3. FAQ
If a RAM user sees a blank page after logging on, the staff account may not be associated correctly. This can happen even if the Alibaba Cloud account has been granted all application permissions. The blank page that the RAM user sees is shown in the following figure: The user of the Alibaba Cloud account must log on to investigate. As shown in the following figure, only the super administrator account is listed:
You must add a staff RAM user account as shown in the following figure. After the account is successfully added, the RAM user can log on and the page displays correctly.