End users, key users and administrators

Key Users vs End Users in Workplace Management

When reading articles within this knowledge base, you will frequently encounter terms like end users, key users, and administrators (or admins). This article clarifies these roles within the context of Workplace Management.

End Users:
End users refer to individuals who do not rely on the system for their primary, day-to-day work but instead use it as a support tool for specific, occasional tasks. Examples include:

• Creating a service request when something is broken.

• Reserving a workspace or meeting room when coming to the office.

• Registering a visitor.

End users typically interact with a simplified interface and may not have access to the navigation menu since their tasks can often be completed using only the startboard.

Many end users will not even use Workplace Management at all, as the options to create reservations and book requests and visitors is available to end users via dedicated touchpoints in Workplace Experience. However, in some cases, they may still access the Workplace Management for options not supported by Workplace Experience, such as creating purchase orders.

Key Users:
Key users are individuals who rely on Workplace Management for their regular, day-to-day work. They often use the system extensively and perform more complex tasks compared to end users. Examples include:

• Service desk employees managing and resolving service requests and work orders.

• Contract managers overseeing contracts within the contract management module.

• Technicians or facility staff handling work orders and performing maintenance tasks.

Key users are sometimes referred to as super users in certain applications. While key users perform specialized roles, they can also act as end users when performing basic actions such as submitting a service ticket, booking a room, or registering a visitor.

Administrator Users (Admins):
Administrators represent a specialized category of key users with elevated system permissions. They are members of the Administrator system group and manage the system itself rather than participating in operational workflows. Their tasks often include:

• Creating and managing user accounts.

• Activating new modules or features.

• Correcting process errors made by other users.

• Configuring module settings.

Administrator access is further distinguish into multiple levels. For more information on this, see Administrator level.

It is generally not recommended for administrators to perform standard end-user or key user tasks (e.g., creating service tickets or reservations) as their extended permissions could lead to unintended results or data inconsistencies.

In summary:

• End users perform occasional tasks through simplified interfaces.

• Key users actively use the system for their daily responsibilities.

• Administrators manage system configurations and permissions, with limited involvement in operational tasks.