Configuring Customer 360 (Admin)
Overview
Before agents can use Customer 360, administrators must configure the integration between VCC and your CRM systems. This page provides instructions for all required Customer 360 configuration tasks.
Configure Customer 360 in three steps:
Integrate CRM systems (required): Link your VCC account with one or more supported CRM systems at the account level.
Configure optional features (optional): Set up layouts, automation rules, record popping, and CRM Activities to customize the agent experience and automate CRM data capture.
Enable agents (required): Assign CRM access to individual agents in User Admin so they can see integrated CRM systems in the Insights panel.
Once the configuration is complete, agents must authorize their personal CRM credentials before using Customer 360. For agent instructions, see Setting up Customer 360 (Agent).
Prerequisites
Category | Requirement |
|---|---|
Administrator access | You must have administrator access to the VCC Admin Portal. Configuration tasks require access to CRM Admin and User Admin. |
Customer 360 provisioned | Customer 360 must be enabled for your account. |
CRM account and credentials | You must have an active account with at least one supported CRM system: Bullhorn, Clio, ConnectWise, Google, HubSpot, JobDiva, Microsoft 365 (Office), Microsoft Dynamics 365, NetSuite, Salesforce (VGIP), SugarCRM, Zendesk, or Zoho CRM. You must have administrator-level login credentials for the CRM with permissions to authorize third-party applications. |
Limitations
Category | Limitation |
|---|---|
CRM system support | Customer 360 supports 13 CRM systems only. See Customer 360 overview for the complete list of supported CRMs. |
One CRM account per VCC account | Each VCC account can only be linked to one account per CRM system. You cannot map a single VCC account to multiple accounts within the same CRM system. |
Feature availability | Customer 360 features are designed to work across all supported CRM systems. Specific capabilities may vary depending on your CRM's API support. CRM Activities are currently available only for the Zoho CRM. |
Configuration scope | All configuration tasks are account-level or user-level; you cannot configure CRM integration or features at the team or queue level. |
Step 1: Integrate CRM systems (required)
Linking a CRM system
Log in to the VCC Admin Portal and navigate to Business Apps > CRM Admin.
Locate the CRM system you want to link and click Link.
In the browser window that opens, provide domain information if required (such as Salesforce instance URL).
Click Login to CRM, enter your administrator credentials, and complete multi-factor authentication if enabled.
Review the permissions VCC is requesting and click Accept or Allow to authorize VCC to access your CRM.
The CRM Admin page updates, and the CRM section now displays as Linked with account details.
Repeat for each CRM system you want to integrate.
Relinking a CRM system
You may need to relink a CRM system if the connection breaks due to credential changes, token expiration, or other authentication issues.
In CRM Admin, locate the linked CRM and click Relink.
Provide domain information if required, log in with administrator credentials, and click Accept or Allow.
The CRM section updates with new account details if different credentials were used.
Unlinking a CRM system
In CRM Admin, locate the CRM system you want to unlink and click Unlink.
Click Confirm in the warning message.
Warning
Unlinking a CRM immediately removes access for all agents. Any agents currently using the integration will no longer be able to access the CRM in Agent Workspace.
Configuring CRM resources in Integration Setup
In CRM Admin, locate a linked CRM and click Configure. Integration Setup opens.
The Integration Setup page displays:
Left side: All available contacts and activities in the CRM system.
Right side: Contacts and activities currently configured to appear in Agent Workspace.
Add or remove contacts and activities to control what agents can access.
Synchronize resources for up-to-date metadata:
Click Synchronize resource list for all resources.
Click Synchronize metadata next to individual resources.
Close the window. Changes save automatically.
Incorrect customer information
Verify that you have added the correct resources to the Contacts list in the Integration Setup screen. Agent Workspace pulls customer data from these resources to display in the Insights panel.
If information is missing or incorrect, check that the relevant contact resources are listed and synchronized.
Step 2: Configure optional features (optional)
The following optional features are available to further customize the agent experience and automate CRM data capture.
Layout builder, Automation rules, Record popping, CRM Activities
Capability | What It Does | Instructions |
|---|---|---|
Layout builder |
| |
Automation rules |
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Record popping |
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Best practice
Configure layouts before automation rules. Start simple and test with a few agents before rolling out broadly.
Configuring CRM Activities (optional)
Availability
CRM Activities are currently available only for the Zoho CRM.
CRM Activities displays CRM objects associated with the customer (such as cases, tasks, and notes) in the Customer 360 section. Administrators can configure which objects are available and set default filters to control which records agents see.
For configuration steps, see Configuring CRM activities (Zoho only) in Configuring record popping
Configuring data residency for EMEA (optional)
Prerequisites
This feature must be enabled for your account.
Your VCC account must be located in the EMEA region.
When EMEA data residency is enabled for your account, Customer 360 data is stored and processed within the EMEA region. This ensures that personally identifiable information (PII) and customer records remain local to your region.
Step 3: Enable agents to use Customer 360 (required)
Agent licenses
Agents who will use Customer 360 must have agent, supervisor, or admin licenses in VCC. Supervisors and admins must be configured to act as agents.
Enabling CRM access for a new agent
Navigate to User Admin and click Create user.
Complete the Personal Data section with the agent's information.
In the Licenses section, select an agent license. For supervisors/admins, enable "Act as agent."
In Agent Settings > Agent Experience, select Agent Workspace.
In CRM integrations, select the CRM systems the agent should access.
Click Save.
Notify agents to authorize their CRM credentials on first use. For more information, see Setting up Customer 360 (Agent).
Enabling CRM access for an existing agent
In User Admin, locate the agent and click the Edit icon.
Verify Agent Workspace is selected and "Act as agent" is enabled (for supervisors/admins).
In CRM integrations, select the desired CRM systems.
Click Save.
Changes require re-login
Changes to CRM access require the agent to log out and back in to Agent Workspace to take effect.
Enabling CRM access for admin users
In User Admin, locate the admin user and click the Edit icon.
Verify Agent Workspace and "Act as agent" are enabled.
Set the Manage CRM integrations permission to Yes. If already enabled:
Set to No and save.
Edit again, set to Yes, and save.
Notify agents to authorize their CRM credentials on first use. For more information, see Setting up Customer 360.
Admin users see all CRMs automatically
Admin users with "Manage CRM integrations" automatically see all linked CRMs. The CRM integrations checkboxes do not appear for admin users in User Admin.
Removing CRM access
In User Admin, locate the agent's profile and click the Edit icon.
In the CRM integrations section, clear the checkbox next to each CRM you want to remove.
Click Save.
Authorization retained after removal
The agent will no longer see the removed CRMs in the Insights panel. Removing CRM access does not delete the agent's authorization. If you re-enable the CRM later, the agent may not need to reauthorize (depending on whether authorization tokens have expired).
Archiving and deleting users
Action | What happens | To restore access |
|---|---|---|
Archive | CRM access permissions removed. The agent cannot log in. |
|
Delete | User record and all CRM authorizations permanently deleted. |
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Best practice
Archive users instead of deleting them, if there is any possibility they will return. This makes reactivation simpler.