How do I set up a ContactWorld agent in Salesforce?
For an agent to use ContactWorld in Salesforce, you must perform the following tasks:
Link the agent to their Salesforce user record. For information about linking an agent to their Salesforce user record, see Linking a NewVoiceMedia agent to their Salesforce user record.
Add the agent as a ContactWorld call center user. For information about adding an agent as a ContactWorld call center user, see Adding an agent as a call center user.
You can alternatively add a batch of agents as call center users. For information about adding multiple agents, see Adding call center users.- Assign the ContactWorld Agent permission set to the agent. This permission set includes all the permissions that the agent needs to perform their role as a ContactWorld agent in Salesforce. For information about assiging the permission set, see Using permission sets for NewVoiceMedia agents in Salesforce.
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If enabled for your account, you can create NewVoiceMedia user accounts based on existing Salesforce users. For information about creating NVM users from Salesforce, see Creating NewVoiceMedia user accounts for existing Salesforce users.
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