Manage customers

The Customers page lists the names of your managed customers, along with details about their devices and services. When customers are added to the Knox MSP Portal, they are defined as either Fully managed customers or Jointly managed customers.

• Fully managed customers do not have access to any Knox services. As an MSP, you control the customer’s devices, licenses, and services, and make changes on their behalf.

  • After a fully managed customer is added to the Knox MSP Portal, they can be converted to a jointly managed customer type at any time.

• Jointly managed customers have full access to their Knox services, devices, and licenses. As an MSP, you co-manage the customer’s devices and services; any changes that you make can be viewed or undone by the customer, and the other way around.

  • After a jointly managed customer is added to the Knox MSP Portal, they can’t be converted to a fully managed customer type. If you want to convert to fully managed status, you must first Delink the customer. Once the delink is complete, you can re-add the customer to the Knox MSP Portal as a fully managed type.

Add new Knox customers

In the Knox MSP Portal, a new customer is defined as a customer who does not have an existing Knox account. When adding a new customer, you create a Knox account on their behalf. To create a new customer in the Knox MSP Portal:

1. Go to the Customers page, then click ADD CUSTOMER.

2. Fill in the customer information and contact person details on the Add customer page.

3. Under Customer management type, select either Fully managed customer or Jointly managed customer.

   • If you are adding a new jointly managed customer, they will receive an email invitation requesting them to register for Knox services within 7 days. Your customer must click the email invitation link to complete the registration process.
     • If the customer does not click the email invitation link in time, you can resend the invitation by going to the Customers page, clicking the customer Name, then clicking the Resend email invite link in the customer details panel.
   • If you are adding a new fully managed customer, they will not receive an email invitation as you will be creating the Knox account on their behalf. However, you must still fill in the Work email field, as this email address will be used for various MSP-related notifications.

4. Select the Knox cloud services you wish to manage on behalf of the customer, then click ADD CUSTOMER.

   When you add a new fully or jointly managed customer to the Knox MSP Portal, and you are managing their Knox Manage service for the first time, your new customer’s Knox Manage tenant will be configured as the new console by default.

   If you are already managing Knox Manage for an existing customer, and you add a new fully or jointly managed customer to the Knox MSP Portal, then your new customer’s tenant will be configured as the original console by default.

Add existing Knox customers

To add an existing Knox customer to the Knox MSP Portal:

1. Enter their Knox Customer ID in the Existing customer field, then click LOOK UP. If the Customer ID is valid, you’ll see their customer information in the field.
2. Click REQUEST TO ADD. Then, in the next window, select the customer management type (Fully managed or Jointly managed) and the Knox services that you want to manage.
3. Click CONFIRM to send an email to the customer’s administrator asking for permission to manage their services.

View customer details

Once customers are added to the Knox MSP Portal, you can view their details by clicking their name in the table on the Customers page. The customer details panel displays the available services you have access to, the Customer ID, management type, and more.

You can click any link under Services in the side panel, or any link in the SERVICE/STATUS column to launch that customer’s Knox service console. Once you’re on the customer’s console, you can click the Return to MSP Portal link to go back to the page you were previously viewing in the Knox MSP Portal.

Edit customer details

To make changes to a customer’s details, do the following:

1. Click the customer’s name and click MANAGE ACCOUNT in the bottom right corner of the customer details side panel.

2. On the next page, you can change your customer’s company name, address, phone number, and website details. If your customer is a fully managed type, you can also convert them to a jointly managed type. You cannot convert a jointly managed customer to a fully managed customer.

   If you want to remove a managed service from a customer’s account, you can either delink the customer and add them again or submit a support ticket.

3. Once you’re done making your changes, click SAVE to return to the Customers page.

Delink a customer

On the MANAGE CUSTOMER ACCOUNT page, you also have the option to request a customer Delink. Once a delink request is accepted by the customer, you can no longer manage their services or access their console.

For the delink request to complete, the customer must also agree to the request. Until they accept the request, you’ll continue to manage the account on their behalf. You can also resend the request if the customer doesn’t take action.

To initiate the delink request:

1. Click a customer’s name in the Customers page table.

2. On the side panel, click MANAGE ACCOUNT, then click the DELINK button under Delink customer account.

3. Review the delink information, then click CONFIRM. You’ll return to the Customers page.

4. Click the customer’s name once again to confirm that the delink request went through. If the request was made, the customer’s status changes from Active to Delink request by MSP in the side panel, and the customer gets a delink request email.

   

5. You can remind the customer to approve the delink request by clicking MANAGE ACCOUNT (in the side panel), then clicking RESEND EMAIL.

6. If the customer hasn’t accepted the request, you’ll continue to manage the customer’s services as usual. If the customer rejects the delink request, then the MSP is informed, and the status changes back to Active.

7. If the customer accepts the delink request, an email is sent to both parties. The MSP can no longer access the customer’s services, and the customer’s super admin gets full access. Any sub-admins keep their existing roles, and all licenses purchased by the MSP on behalf of the customer can continue to be used by the delinked customer.

Customer-initiated delink requests

Managed customers who have super admin access can also trigger delink requests from their Knox Admin Portal. Once a delink is requested, you’ll receive a notification to accept or reject the request from the customer.

Manage customer admins and roles

As an MSP admin, you also have the ability to manage your (jointly managed) customers’ admins and roles from within the customers’ Knox Admin Portal console. To enable this ability, your jointly managed customers must first grant you access to the Administrators & Roles page on their console.

To get access, instruct your jointly managed customer to do the following:

1. Sign into their Samsung Knox account.

2. Click their account icon in the top right corner, then click Settings > MANAGE MSP PERMISSIONS.

3. Enable the Manage admins and roles option.

Once the customer enables this option, you’ll be able to create additional admins and roles on their behalf after you log into their service console.