To use Vonage Contact Center in Salesforce, you must create users in both Vonage Contact Center and Salesforce. We recommend that you read through the following information before creating your users.
You must have the following Salesforce users:
Vonage Contact Center uses the API user account to read and write data on your Vonage Contact Center account's behalf. For example, if you have a Data Connector applet configured to retrieve Salesforce data, Vonage will use the API user's permissions to perform this task. |
When you have created your users, you must assign appropriate permissions. For information about these settings, see the Permissions sets (all users) section later in this page. You must also perform some additional tasks for agents and apply additional settings to the API user. For more information, see the Additional steps (agents only) and Additional settings (API user only) sections later in this page.
To enable users to perform the appropriate Vonage Contact Center-related tasks for their type in Salesforce, you must assign appropriate permissions to the users. We recommend assigning the following permission sets to the users.
Depending on the configuration of your Salesforce org, you may choose to configure the permissions differently. |
The Vonage Contact Center package contains a permission set for each of the user types. Assign the following permission sets to your users:
For information about the settings in the provided permission sets, see Vonage Contact Center user permission sets.
Due to limitations with Salesforce packaging, the Vonage Contact Center package cannot include a permission set giving the required access to standard Salesforce objects. You may also have custom fields to which all users need access, such as additional fields in the Log a Call area and disposition code fields.
Create a new custom permission set that includes access to the following standard fields on the Task object:
Optionally, add access to any custom fields that all users need access to, such as additional fields in the Log a Call area and disposition codes.
Assign this custom permission set to all your Vonage Contact Center users in Salesforce.
For information about applying permission sets, see Assign Permission Sets to a Single User (Salesforce help) and Assign a Permission Set to Multiple Users (Salesforce help).
To enable a user to use Vonage Contact Center in Salesforce as an agent, you must perform some additional tasks. For information about these tasks, see Setting up Vonage Contact Center agents in Salesforce.
Your API user also requires:
A Salesforce license
We do not recommend that your agent uses a Salesforce Platform license. Some features may not work with this license. |
For each of the Salesforce users you want to use Vonage Contact Center, you must have a Vonage Contact Center user (agents, supervisors and administrators) set up in Vonage Contact Center. For information about creating Vonage Contact Center users, see User Admin.
If you already have your Salesforce users but do not yet have Vonage Contact Center users, you can create Vonage Contact Center users from your Salesforce users. For information about creating Vonage Contact Center users for existing Salesforce users, see Creating Vonage Contact Center user accounts for existing Salesforce users.
If you already have your Vonage Contact Center agents set up, link these agents to their corresponding Salesforce agent. For information about linking Vonage Contact Center agents to their Salesforce agent, see Setting up Vonage Contact Center agents in Salesforce.