Manage customers

Select Customers from the left-hand navigation panel to review the following:

NOTE— Just the NAME, DEVICES, ADDED, and MODIFIED columns are filterable from the left-hand navigation panel to review the following: filterable within the Customer screen.
NOTE— An admin can select a pending or rejected customer name to evoke a pop-up. Within the rejected customer pop-up, the requester is notified of their rejection by the listed customer for MSP device management. Additional guidance is provided to contact the customer as needed. Within the pending customer pop-up, a MSP admin can resend emails prompting the customer to grant permission.
  • The Search field under the Customers screen title permits searches using customer name, customer ID, Super Admin name, and Super Admin email address.
  • Select the ADD CUSTOMER button at the top, right-hand side, of the screen to launch an Add customer to add a specific customer's company name, location, and contact information. For more information on adding a customer, go to: Add a customer.
  • Select Download customer list CSV from the ACTIONS drop-down menu to download and archive a customer list of up to 5,000 entries. If the customer list exceeds 5,000 entries, a link to download the customer list is emailed to the user. To download a list of specific customers, just select the checkbox of those customers to include within the CSV file.
  • Refer to the NAME column to review the names of customer accounts managed by this MSP. Each account name displays as a link that can be selected to launch the MSP view displaying Knox Configure for that customer account. For more information on Knox Configure, go to Knox Configure. Select a single checkbox next to any listed customer and select Manage customer account from the ACTIONS drop-down menu to optionally edit the selected customer's Company Name, Address, Website, Access Permission, and Services.
  • The SERVICES columns lists those existing Knox cloud services supported by each listed customer account managed by the MSP.
  • The DEVICES column lists the number of devices managed by each listed MSP customer account. The number displays as a link that can be selected to display supported device information in greater detail.
  • Refer to the STATUS column to assess whether each listed customer account is:
    • Pending— An existing customer has been added, but has not yet agreed to be managed by an MSP. The pending customer's name can be selected to display a pop-up wherein the MSP can resend emails prompting the customer to grant permission
    • Active— A new customer is added, or an existing customer is migrated and ready for management by the MSP.
  • ADDED displays a timestamp (date and time) when each listed customer account was added to the MSP.
  • The MODIFIED column displays a timestamp (date and time) when each listed customer account was last modified and updated.

Add a customer

New customer accounts can be added into the MSP as needed from the Customer screen. These are customers who do not have a Knox account to use with an existing Knox cloud service.

To add a new customer account into the MSP:

  1. Select Customers from the left-hand navigation panel.
  2. Select the ADD CUSTOMER button at the top, right-hand side, of the screen. The Add customer screen displays separate CUSTOMER INFORMATION, CONTACT PERSON, and SERVICES fields. Select a title from the top, left-hand side, of the screen to navigate to that portion of the Add customer screen.

  1. Provide the following BASIC INFORMATION for the new customer account:
  • Company name – Provide the name of the prospective customer’s representative company.
  • Company size (number of employees) – Use the drop-down menu to set the number of employees represented by this prospective MSP customer as either 0-19, 20-99, 100-249, 250-499, 500-999, or 1000+.
  • Industry— Select those industries supported by this prospective MSP customer.
  • Country – Select the country where the requesting MSP customer is based.
  • Company Address 1 – Provide the requesting customers mailing address.
  • Company Address 2 – Optionally provide an additional address for the prospective company.
  • City – Provide the city of the MSP requesting company.
  • State – Provide the state of the MSP’s requesting customer
  • Zip Code – Provide the zip code of the prospective company.
  • Company website – Optionally provide the website of the prospective MSP customer.
  1. Provide the following CONTACT PERSON information for the contact resource supporting the requesting company:

  • First name – Enter the first name of the contact resource supporting the MSP’s requesting company.
  • Last name – Enter the last name of the contact resource supporting the MSP’s requesting company.
  • Work email – Provide the business email of the contact resource supporting the MSP’s requesting company.
    NOTE— If the customer doesn't have a work email, the MSP can use a non-work email (for example— Gmail, Outlook, or Yahoo). However, this type of customer cannot have full access, either now or at a later stage, and the MSP can't delink such customer until the email is updated to a work email. .
  • Phone – Provide the business phone number of the contact resource supporting the MSP’s requesting company.
  • Job title— Optionally enter the job title of the contact resource supporting the MSP’s requesting company.
  • Customer access permissions – Review the access permission options granted to the MSP's requesting customer for their devices and data within their Knox services. Options include either No access or Full access. A managed customer's Super Admin is informed of their access permission when the MSP requests the customer's consent for service management. Only one access permission will be applied to all managed services for the customer. When needed, customer access permissions can be updated to provide a no access customer full access.
  1. assignment to a requesting customer account. Service options include Knox Configure and Knox Mobile Enrollment. If necessary, a MSP can manage a customer in both Knox Configure and Knox Mobile Enrollment at the same time.
NOTE— The MSP can migrate an existing KME customer under its management, and the MSP can manage KME services (assign and update KME profile etc.) on behalf of the customer within the KME portal. For more information on KME, go to: Knox Mobile Enrollment.

  1. When the required content has been provided and checked for accuracy, select the ADD CUSTOMER button to proceed with the MSP customer addition.

Existing customer onboarding

An MSP can onboard existing Knox Configure (KC) and Knox Mobile Enrollment (KME) customers from within their respective consoles, as invoked from the MSP View, so the MSP can manage multiple KC or KME customers.

The following onboarding flow is supported:

  1. After an MSP portal sign in, the MSP goes to Customer view and selects ADD CUSTOMER.
  2. The MSP will have two options for adding customers 1) Add new customers by filling in required all information or 2) Add existing KC Customer’s ID on the left box.
  3. If the customer ID is not valid or managed by another MSP, then the MSP will see an error message.
  4. The MSP submits the form to onboard the existing KC or KME customer. The customer’s ID appears within the Customer View on MSP portal with a Pending status.
  5. An email is sent to the customer’s Super Admin informing the admin the MSP will be managing devices on the customer’s behalf (once they accept the invitation), and the Super Admin can no longer access the customer’s account.
  6. The customer must log into the console, select the link, and allow the MSP for managing their devices. The MSP provides any additional KCS information directly to the customer.
  7. KC or KME features and functionality become active within MSP View once the customer approves the MSP.
NOTE— Once an existing customer with a no access permission is moved to the MSP portal for MSP management, then the customer will lose access to the KC or KME portal.

If you want to stop managing a customer account, you can initiate a delink request from the MSP console. However, for the request to complete, the end customer must agree to the delink request and sign-up for KCS services if they haven't already done so. Until they accept the delink request, the MSP continues to manage their account. The MSP can revoke the request until customer takes an action.

To initiate the request, sign in to your MSP portal and follow these steps:

  1. Go to the Customers tab.
  2. Check the customer account that you want to delink.
  3. From the Actions drop-down, select Manage customer account.
  4. In the Manage Customer Account window, click DELINK.
  5. In the pop-up window, read the message and click CONFIRM if this is the behavior you want.
NOTE— When a delink request is initiated by the MSP, the customer status changes from Active to Delink Requested, and the customer gets a delink request email. For a customer with full-access, this is the email of super-admin, and for a fully-managed customer, it is the email associated with their customer account with the MSP. To create a KCS account, customer must use this email, otherwise, the request will not be processed.
  • If the customer ignores the email, then the MSP continues to manage their services as usual but with their status as Delink Requested on the MSP portal.
  • In case of an existing customer, they log-in using their Knox Cloud Services credentials and take appropriate action as explained in the next section. In case of a new customer, in order to accept the delink request, the customer first needs to create a Knox cloud service account which is based on a Samsung account. They are guided through creating a new Samsung account and accepting agreements for the Knox solutions which the MSP manages for them. If they don’t wish to accept, they can ignore the request.
  • After logging in, the customer is shown a pop-up to accept or reject the request.
    • If they reject the request, then the MSP is informed and the status changes back to Active.
    • If they accept it, an email is sent to both parties. The the MSP can no longer access the customer portals. Customer super-admin gets full access, any sub-admins keep their existing roles, and all licenses purchased by MSP on behalf of the customer can continue to be used by the delinked customer.
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