jcp | 2019-10-18 17:13:58 UTC | #1
When installing the PureCloud for SalesForce package this creates a suit of objects in SalesForce including permissions access of Read, Create, Edit, Delete The query is raised by the SalesForce admin who would like to know the impact of granting these permissions to the Agents and possible impact on changing the default permissions.
Is there any docs on this ?
Thanks,
Jean-Christophe
Richard.Schott | 2019-10-18 20:48:21 UTC | #2
The majority of those are background objects that are used in within some of the more advanced integration features like campaign management and salesforce email routing. Generally these should be pretty benign to grant access to, and administrators of those features (like a marketing manager creating a new outbound dialing campaign) would require access to them in order to make the feature work.
One that deserves a special call out is the chat transcript object, which is used to store the contents of a chat interaction and create a referential link to the activity record. Because the API call to update this object is made on behalf of the agent, they are required to have access to the object in order to save the chat transcript.
I would also call out that a recent change to Salesforce permissioning modified the behavior of accessing the apex method that determines the custom call center settings. In order for the integration to function beyond it's basic setup, the managed package needs to be installed with all users that will be using the client having access; if you do not do this, the client cannot fetch its settings from the custom call center.
Hopefully that helps to clear things up a little, but please let me know if there are more questions.
jcp | 2019-10-21 18:16:19 UTC | #3
Thanks Richard, It does make sense, I will relay back to the SalesForce admins.
jcp | 2019-10-23 15:40:34 UTC | #4
Hi Richard,
Could we have break down of each PureCloud Object and the specific scenarios these permissions need to be allocated for Agents. SalesForce sys admins are concerned that providing full permission could allow agents to 'break' something in the integration. i.e. 'create', 'edit', 'delete' the object: "PureCloud Queue" could modify an object used in some feature defined via Process Builder for 'routing of SalesForce emails'
I have captured the following list from our SalesForce instance below, would it be possible to expand on the field or group the fields by 'permission group. i.e. need to be able to create, view, edit the PureCloud Call Response as part of updates to the Task associated to the interaction (Voice / Email / Chat), but 'delete' is not required ?
The business case being presented includes a data integrity dimension. Let me know if we should engage directly to follow-up on this query.
PureCloud Call Response PureCloud Client Event Types PureCloud Division PureCloud Edge Group PureCloud Phone Field PureCloud Entity PureCloud Log PureCloud Presence Definition PureCloud Queue PureCloud Routing Request PureCloud Script Activity Attribute
PureCloud Contact Deletion Request PureCloud Contact List Request
Call Stats PureCloud Analytic
Outbound campaign objects: PureCloud Call Rule Set PureCloud Callable Time Set PureCloud Campaign Schedule PureCloud Campaign Setting PureCloud Campaign Update Request PureCloud DNC List
Chat PureCloud Chat Transcript
jcp | 2019-10-28 21:22:57 UTC | #5
Hi @Richard.Schott Can you help with this ? Should I raise a support ticket to get assistance for this ?
Thanks,
Jean-Christophe
jcp | 2019-10-30 08:08:39 UTC | #6
Hi, I have raised this with support to follow-up Many thanks, Jean-Christophe
Richard.Schott | 2019-10-30 14:43:51 UTC | #7
The bulk of these are objects that are used as part of the Campaign Management feature of the integration. A user would need to have access to create/edit/delete/view
PureCloud Call Response PureCloud Client Event Types PureCloud Division PureCloud Edge Group PureCloud Phone Field PureCloud Entity PureCloud Log PureCloud Queue PureCloud Routing Request PureCloud Script PureCloud Contact Deletion Request PureCloud Contact List Request PureCloud Call Rule Set PureCloud Callable Time Set PureCloud Campaign Schedule PureCloud Campaign Setting PureCloud Campaign Update Request PureCloud DNC List
In order to configure an outbound dialing campaign.
PureCloud Chat Transcript is an object that is used to store chat transcripts. Agents need to have access to this in order to create/edit these objects if they engage in chat interactions. View access is also required if you want to look at them.
The remainder are list objects that are used to synchronize configurations from PureCloud into Salesforce to drive things like Omni-channel status synchronization or to allow configuration of Email Routing Requests.
In general, all of these are needed in order for functions of the integration to operate. Removing access to these objects could have unintended consequences, and would generally be unsupported.
system | 2019-11-30 14:43:57 UTC | #8
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