Help Center
Reference guide for managing customer accounts in the Session Console.
The Session Console is an internal administration tool used to manage customer accounts on the Serv platform. It is designed for Customer Service Representatives (CSRs) who onboard new customers, manage users, and configure operating units.
Console Access Roles
Your console access level determines what actions you can perform. This is separate from the roles assigned to customer users.
Full access. Can onboard new accounts, edit all accounts, manage users, and configure operating units.
Can edit existing accounts, manage users, and configure operating units. Cannot onboard new accounts.
View-only access. Can browse accounts, users, and operating units but cannot make changes.
When inviting or editing a user, you assign them a role within the customer's account. These roles control what the user can do on the customer dashboard — they are separate from your console access role.
| Role | Scope | Description |
|---|---|---|
| Owner | Account-wide | Full control of the account. Only one owner per account. Cannot be changed or reassigned via the console. |
| Admin | Account-wide | Can manage all users, operating units, appointments, and settings within the account. |
| Global Manager | Account-wide | Can view and manage appointments and users across all operating units. |
| OU Manager | Assigned OUs | Can manage appointments and users within their assigned operating units only. |
| Technician | Assigned OUs | Can view and manage their own appointments within assigned operating units. |
| Viewer | Account-wide | Read-only access to the customer dashboard. |
Account-wide roles (Owner, Admin, Global Manager, Viewer) are not assigned to specific operating units. OU-scoped roles (OU Manager, Technician) should be assigned to one or more operating units during invite or via the user edit dialog.