Agent permissions for Digital and AI for Salesforce Service Cloud

Assign the following permissions for the agents to use Salesforce Einstein’s Next Best Action during chat and email interactions:

Conversation > Communication > Blindtransfer
Conversation > Message > Create
Conversation > Message > View
Conversation > Participant > Wrapup
Conversation > Webmessaging > Create
Conversation > Webmessaging > View
Directory > User > View
Externalcontacts > Contact > View
Routing > Queue > Search

To use canned responses, assign these permissions additionally:

Responses > Library > View
Responses > Response > View

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.