Setting up Customer 360 (Agent)
Overview
Before you can use Customer 360, you must authorize Agent Workspace to use your personal CRM credentials. This is a one-time setup task completed the first time you access Agent Workspace or when your administrator enables a new CRM for you.
What authorization does:
Allows Agent Workspace to access and update CRM data on your behalf.
Each CRM system must be authorized individually.
Once authorized, Customer 360 automatically displays customer information during interactions without requiring you to log in again.
Prerequisites
Category | Requirement |
|---|---|
Agent Workspace access | You must have access to Agent Workspace. If you cannot access Agent Workspace, contact your supervisor or administrator. |
CRM access enabled | Your administrator must have enabled you to access one or more CRM systems in User Admin. If you do not see any CRM systems in the Insights panel, contact your supervisor or administrator. |
CRM credentials | You must have valid login credentials (username and password) for each CRM system you need to authorize. If you do not have CRM credentials, contact your supervisor or CRM administrator. |
Browser requirements | You must use a supported browser (Chrome, Edge Chromium, Firefox, or Safari) with cookies enabled and pop-up blockers disabled for the CRM authentication window. |
Limitations
Category | Limitation |
|---|---|
Personal credentials required | You must use your personal CRM credentials. You cannot use shared or generic accounts for authorization. |
Authorization expiration | CRM authorization tokens may expire after a period of time (depending on the CRM system). If authorization expires, you must reauthorize. |
Authorizing a CRM system for the first time
Log in to Agent Workspace. For information about logging in, see Accessing Agent Workspace.
Locate the Insights panel on the right side of the Agent Workspace interface.
In the Insights panel, you will see sections for each CRM system your administrator has enabled for you. Each unlinked CRM displays an Authorize button.
Tip
If you don't see any CRM systems in the Insights panel, contact your administrator to verify CRM access has been enabled for you in User Admin.
Click Authorize for the CRM system you want to set up.
A new browser window opens. If required by your CRM, enter domain information (such as your Salesforce instance URL or Zendesk subdomain).
Click Login to CRM system (button name may vary).
Enter your CRM username and password in the authentication window.
If your CRM system uses multi-factor authentication (MFA), complete the MFA process (such as entering a code from your authenticator app or approving the login on your mobile device).
Review the permissions that Agent Workspace is requesting (typically read access to contacts, activities, and cases, and write access to create and update records).
Click Accept, Allow, or Authorize (button name varies by CRM) to grant Agent Workspace access to your CRM account.
The browser window closes automatically, and the Insights panel updates. The CRM section now displays as Linked with your username and organization information.
Tip
If authorization fails with "invalid credentials," verify your username and password by logging into the CRM directly. If authorization fails with "access denied," contact your CRM administrator to verify your account has permissions to authorize third-party applications.
Click the CRM name to open Customer 360 and verify that you can access customer data.
Repeat steps 4–12 for each additional CRM system you need to authorize.
You are now ready to use Customer 360 during interactions. For instructions, see Managing contacts and activities.
Switching between multiple CRM systems
If your administrator has enabled multiple CRM systems for you, you can switch between them during interactions.
In the Insights panel, locate the CRM selector or dropdown (typically at the top of the Customer 360 section).
Click the dropdown to view the list of available CRM systems.
Select the CRM system you want to use.
Customer 360 updates to display data from the selected CRM.