Setting Up Vonage Contact Center Users In Salesforce

How do I set up users in Salesforce so that they can perform Vonage Contact Center-related tasks? To use Vonage Contact Center in Salesforce, you must create users in both Vonage Contact Center and Salesforce. We recommend that you read through the following information before creating your users. Automate callback numbers for Click to dial. For information about automating callback numbers for Click to dial, see Automating callback numbers for Click to dial. Automate call recording for outbound calls. For information about automating call recording for outbound calls, see Automating call recording for outbound calls. From February 1, 2022, Salesforce will require users-other than API only users-to have multi-factor authentication enabled. We recommend that you make the API user an API Only user and do not enable multi-factor authentication for that user. The API Only user will not be able to access the Salesforce user interface. For information about this change in Salesforce, see Salesforce Multi-Factor Authentication FAQ (Salesforce help). For information about how to create the API Only user in Salesforce, see Give integration users API only access.
When you have created your users, you must assign appropriate permissions. For information about these settings, see the Permissions sets (all users) section later in this page. You must also perform some additional tasks for agents and apply additional settings to the API user. For more information, see the Additional steps (agents only) and Additional settings (API user only) sections later in this page. To enable users to perform the appropriate Vonage Contact Center-related tasks for their type in Salesforce, you must assign appropriate permissions to the users. We recommend assigning the following permission sets to the users. The Vonage Contact Center package contains a permission set for each of the user types. Assign the ContactWorld Agent permission set to agents. For information about the permission set, see ContactWorld Agent permissions. Assign the ContactWorld Supervisor permission set to supervisors. For information about the permission set, see ContactWorld Supervisor permissions. Assign the ContactWorld API user permission set to the API user. For information about the permission set, see ContactWorld API user permissions.
For information about the settings in the provided permission sets, see Vonage Contact Center user permission sets. Due to limitations with Salesforce packaging, the Vonage Contact Center package cannot include a permission set giving the required access to standard Salesforce objects. You may also have custom fields to which all users need access, such as additional fields in the Log a Call area and disposition code fields. Optionally, add access to any custom fields that all users need access to, such as additional fields in the Log a Call area and disposition codes. Assign this custom permission set to all your Vonage Contact Center users in Salesforce. For information about applying permission sets, see Assign Permission Sets to a Single User (Salesforce help) and Assign a Permission Set to Multiple Users (Salesforce help). To enable a user to use Vonage Contact Center in Salesforce as an agent, you must perform some additional tasks.
For information about these tasks, see Setting up Vonage Contact Center agents in Salesforce. We do not recommend that your agent uses a Salesforce Platform license. Some features may not work with this license. The following permissions:- The Edit Tasks permission. If you need to query users, your API user needs the View All Users permission. If your org uses a Private sharing model, your API user needs the View All Data permission. If you use the Data Connector applet to insert records in Salesforce, your API user needs the Modify All Data permission. For each of the Salesforce users you want to use Vonage Contact Center, you must have a Vonage Contact Center user (agents, supervisors and administrators) set up in Vonage Contact Center. For information about creating Vonage Contact Center users, see User Admin. If you already have your Salesforce users but do not yet have Vonage Contact Center users, you can create Vonage Contact Center users from your Salesforce users. For information about creating Vonage Contact Center users for existing Salesforce users, see Creating Vonage Contact Center user accounts for existing Salesforce users. If you already have your Vonage Contact Center agents set up, link these agents to their corresponding Salesforce agent. For information about linking Vonage Contact Center agents to their Salesforce agent, see Setting up Vonage Contact Center agents in Salesforce.
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