What access do supervisors and agents require?
For information about user types, see User types in Connect.
To give supervisors and agents the correct access to enable them to fulfill their tasks in Connect, you must give them access to the following items:
- Dial List and Dial Entry objects. For information about giving access to objects, see Object permissions.
- Fields in Dial List and Dial Entry objects. For information about giving access to Dial List and Dial Entry fields, see Field-level permissions (field-level security).
- Specific Dial List and Dial Entry records. For information about giving access to specific Dial List and Dial Entry records, see Sharing settings.
Object permissions
To give supervisors and agents the correct access to Dial Lists and Dial Entries, create, or modify, appropriate profiles with the following settings in the Custom Object Permissions section:
| Read | Create | Edit | Delete | ||
|---|---|---|---|---|---|
| Supervisor profile | |||||
| Dial Entries |  | | | (optional) | |
| Dial Lists | | | | (optional) | |
| Agent profile | |||||
| Dial Entries | |  |  | | |
| Dial Lists | | | | | |
Agents require edit access to dial lists and entries so that they can update the details accordingly when they have completed a call.
You must then ensure that new and existing users are assigned the profile they require. For more information about users and profiles, see Salesforce help or contact support.
In addition, you must enable each individual agent to make outbound calls. For information on enabling agents to make calls, see Enabling an agent to use the dialer.
Field-level permissions (field-level security)
When you have given supervisors and agents access to Dial Entry and Dial List objects, use field-level permissions (field-level security) to specify the access that they have to the objects' fields. Both supervisors and agents should have Read access to all fields and Read/Write access to some fields.
To set Read/write access to a field, select the Visible check box. To set Read-only access to a field, select the Visible and Read-Only check boxes. For more information about setting permissions, see Salesforce help.
The following table contains the required permissions:
Dial Entry
| Supervisor profile | Agent profile | |||
|---|---|---|---|---|
| Field | Access | Access | ||
| Assigned To | Read/write | Read-only | ||
| Comments | Read/write | Read/write | ||
| Complete | Read/write | Read/write | ||
| Created By | Read-only | Read-only | ||
| Description | Read/write | Read/write | ||
| Dial List | Read/write | Read/write | ||
| Focus Object Id | Read/write | Read/write | ||
| Last Modified By | Read-only | Read-only | ||
| List Active | Read-only | Read-only | ||
| Name | Read-only | Read-only | ||
| Next Action | Read/write | Read/write | ||
| Order | Read/write | Read/write | ||
| Primary Phone | Read/write | Read/write | ||
| Random Reassign | Read/write | Read-only | ||
| Secondary Phone | Read/write | Read/write | ||
| Skipped | Read/write | Read/write | ||
| Started | Read/write | Read/write | ||
| URL | Read/write | Read/write | ||
Dial List
| Supervisor profile | Agent profile | |||
|---|---|---|---|---|
| Field | Access | Access | ||
| Active | Read/write | Read-only | ||
| Calls Outstanding | Read-only | Read-only | ||
| Completed Calls | Read-only | Read-only | ||
| Created By | Read-only | Read-only | ||
| Description | Read/write | Read-only | ||
| Filter Declarations? | Read/write | Read-only | ||
| Filter Logic? | Read/write | Read-only | ||
| Last Modified By | Read-only | Read-only | ||
| Last Refreshed On | Read/write | Read-only | ||
| List Entries | Read-only | Read-only | ||
| Mode | Read/write | Read-only | ||
| Name | Read/write | Read/write | ||
| Owner | Read/write | Read/write | ||
| Order By Declarations? | Read/write | Read-only | ||
| Prevent Refresh? | Read/write | Read-only | ||
| Primary Phone Field | Read/write | Read-only | ||
| Query | Read/write | Read-only | ||
| Secondary Phone Field | Read/write | Read-only | ||
| Skipped Calls | Read-only | Read-only | ||
| Type | Read/write | Read-only | ||
Sharing settings
When you have given supervisors and agents access to Dial Entry and Dial List objects and fields, you must ensure that all agents assigned to a Dial List can see the Dial Entries contained in the list. If you do not give agents access to Dial Entries, or the Dial List, the agent receives an insufficient privileges error.
You can assign access in the following ways:
Give agents the View All permission for all the standard and custom objects that Dial Entries correspond to. You configure permissions in the Standard and Custom Object Permissions sections of the appropriate profile or profiles.
The View All permission is the simplest but most basic setting that gives agents access to records. The permission overrides sharing rules and settings.
- Use sharing rules to define exactly which agents can see exactly which records. For information about sharing rules, see Salesforce help.