Series: Set up a contact center in Salesforce Service Cloud Voice
Assign permissions sets to Service Cloud Voice users
- Set up the integration in Genesys Cloud
- Install the Salesforce Service Cloud Voice package
- Create a Lightning app in Salesforce
- Create a custom tab in Salesforce
- Generate contact center configuration XML file
- Set up the integration in Genesys Cloud
- Create a contact center
- Add users to the contact center in Salesforce
- Create a presence status and give users access to presence status
- Configure Genesys Service Cloud Voice Settings
- Create a contact center
Salesforce provides Contact Center Admin (Partner Telephony) and Contact Center Agent (Partner Telephony) permission sets. Assign these permission sets accordingly to the administrator and agents.
- On the Setup Home page, search for Permission sets in the Quick Find box and select Permission Sets.
- From the list of permission sets, click Contact Center Admin (Partner Telephony) or Contact Center Agent (Partner Telephony).
- Click Manage Assignments.
- In the Current Assignments page, click Add Assignment.
- Select the user from the list and click Next.
- Select an expiration option of the permission for the user.
- Click Assign.
The permission set assignment is essential for you to access the contact center and start managing the voice calls.