Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice

Assign field-level security

Prerequisites
  • Install CX Cloud, Digital and AI for Salesforce Service Cloud Voice package.

In Salesforce, set up the Custom Field-Level Security settings for the following objects:

  • Experience
  • GCX Chat Transcript
  • Email Experience
  • Email Experience Message
  • Email Experience Message Attachment

To set the Custom Field-Level Security for the Experience object:

  1. On the Setup Home page, search for Profiles in the Quick Find box and click Profiles.
  2. Click an agent profile to open its settings.
    Note: Do not click the Edit link.
  3. Scroll down to the Field-Level Security and Custom Field-Level Security.
  4. Click the View link next to the Experience object.
  5. Click Edit and set the appropriate permissions as shown in the following illustration:This image is a screenshot of the field-level security options in Salesforce.
  6. Click Save.

To set the Custom Field-Level Security for the GCX Chat Transcript object:

  1. On the Setup Home page, search for Profiles in the Quick Find box and click Profiles.
  2. Click an agent profile to open its settings.
    Note: Do not click the Edit link.
  3. Scroll down to the Field-Level Security and Custom Field-Level Security.
  4. Click the View link next to the GCX Chat Transcript object.
  5. Click Edit and set the appropriate permissions as follows:
    Set field-level security for GCX Chat Transcript
  6. Click Save.

To set Custom Field-Level Security for the Email Experience object:

  1. On the Setup Home page, search for Profiles in the Quick Find box and click Profiles.
  2. Click an agent profile to open its settings.
    Note: Do not click the Edit link.
  3. Scroll down to the Field-Level Security and Custom Field-Level Security.
  4. Click the View link next to the Email Experience object.
  5. Click Edit and set the appropriate permissions as follows:This image is a screenshot of the field-level security options in Salesforce.
  6. Click Save.

To set the Custom Field-Level Security for the Email Experience Message object:

  1. On the Setup Home page, search for Profiles in the Quick Find box and click Profiles.
  2. Click an agent profile to open its settings.
    Note: Do not click the Edit link.
  3. Scroll down to the Field-Level Security and Custom Field-Level Security.
  4. Click the View link next to the Email Experience Message object.
  5. Click Edit and set the appropriate permissions as follows:
    Set field-level security for Email Experience Message object
  6. Click Save.

To set the Custom Field-Level Security for the Email Experience Message Attachment object:

  1. On the Setup Home page, search for Profiles in the Quick Find box and click Profiles.
  2. Click an agent profile to open its settings.
    Note: Do not click the Edit link.
  3. Scroll down to the Field-Level Security and Custom Field-Level Security.
  4. Click the View link next to the Email Experience Message Attachment object.
  5. Click Edit and set the appropriate permissions as follows:
    Set field-level security for Email Experience Message Attachment object
  6. Click Save.

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