My agent cannot access a tool
If someone cannot access Our Place, or PLACE Academy, we can start with Brivity's 'Hide from Roster' Toggle
To quickly trouble shoot an agent not being able to access a PLACE tool, start with checking the users Brivity profile under User Details. There is a toggle switch called "hide from roster", if this switch is on, the user will not be able to access PLACE tools.
When a customer uses the word "tool", they could be referring to Our Place, or PLACE Academy. Its import to clarify with them which tool they are referencing specifically. As a first step, as long as the user can access Brivity, its likely pointing to the Hide from Roster toggle switch being turned on.
In the event its on, we want to check with the team if this was a mistake or intentional. If it was a mistake, simply switch the toggle off. If it was intentional, we would want to find out why it was turned on so we can help achieve their goal through another method that still allows the agent to access our PLACE tools.