To perform most tasks an agent needs the ContactWorld Agent permissions set. To handle cases which are routed by NewVoiceMedia, an agent must have permissions to a few additional custom objects and their fields included in the ContactWorld package. The ContactWorld Case Routing permission set includes these permissions.
What permissions does an agent need to handle cases in Salesforce?
You must assign the ContactWorld Case Routing permission set to your supervisors.
The ContactWorld Case Routing permission set includes the following permissions:
- Read Access to several custom fields added to the Case object by our package.
- Read Access and Edit Access to the Case Routing Request custom object and its fields.
You must also give agents access to some of the standard fields on the Case object:
| Field label | Field name | Access |
|---|---|---|
| Case Number | CaseNumber | Read |
| Status | Status | Read |
| Web Name | SuppliedName | Read |
| Web Email | SuppliedEmail | Read |
| Case Origin | Origin | Read |