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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.
  • 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 screen for the purposes of adding specific customer company, location, and contact information. For more information on adding a customer, go to: Add a customer.
  • Select the DOWNLOAD CUSTOMER LIST AS CSV button at the top, right-hand side, of the screen 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. Any existing alerts associated with the selected customer account also display. See KC Admin Guide.
  • 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.
    • 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.
  • 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 MSP portal’s access permission granted to the MSP requesting customer. With the initial MSP release, only the No access permission is available, and is pre-selected by default.
  1. Review the Knox Cloud SERVICES available for assignment to a requesting customer’s account:
NOTE - With the initial MSP release, only Knox Configure is available, and is pre-selected by default.

  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 KC customer onboarding

An MSP can onboard an existing KC customers from within the KC console, as invoked from the MSP View, so the MSP can manage multiple KC 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 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 features and functionality become active within MSP View once the customer approves the MSP.
NOTE - Once an existing customer is moved to the MSP portal for MSP management, then the customer will lose access to the KC portal.