Manage Access to Salesforce Agent

The sections on this page describe how to configure and enable Salesforce Agent (SFA) features for agents.

Configure Agent Login Options

1. In CXone Mpower, click the app selector and select Admin.
2. Go to Security Settings > Roles and Permissions.
3. Select the role assigned to your agents who use Salesforce Agent.
4. Click the Permissions tab.
5. Click ACD.
6. Enable at least one of these permissions to specify the options agents see when logging in:
   • Set Phone Number: Prompts agents to enter a phone number to log in to Salesforce Agent. Found in the Agent section.
   • Set Station ID: Prompts agents to enter a station ID to log in to Salesforce Agent. Found in the Agent section.
   • Integrated Softphone: Allows agents to use Integrated Softphone to handle contacts in Salesforce Agent. Found in the Salesforce Agent section.
     
7. Click Save at the top.

Enable Integrated Softphone

1. Click the app selector and select Admin.

2. Go to Security Settings > Roles and Permissions.

3. Select the role assigned to your agents who use Salesforce Agent.

4. Click the Permissions tab, then click ACD.

5. Scroll down to Salesforce Agent.

6. Set Integrated Softphone as On.

7. Set the Integrated Softphone Auto-Accept setting to specify whether Integrated Softphone answers calls for your agents.

   • Enable is not selected: Auto-accept is off.

   • Enable is selected and Agent Config is not selected: Auto-accept is on.

   • Enable and Agent Config are both selected: Auto-accept is enabled by default, but the agent can toggle it on and off in the agent application.

   You must also have the Default Presence Configuration in Salesforce configured to Allow agents to decline work requests.

8. Click Save.

Enable Mute

1. In CXone Mpower, click the app selector and select Admin.

2. Go to Security Settings > Roles and Permissions.

3. Open the role assigned to your agents who use Salesforce Agent.

4. Click the Permissions tab, then click ACD.

5. Scroll down to the Agent section. Enable the Mute permission.

6. Click Save.

Enable Mask

1. In CXone Mpower, click the app selector and select Admin.

2. Go to Security Settings > Roles and Permissions.

3. Open the role assigned to your agents who use Salesforce Agent.

4. Click the Permissions tab, then click ACD.

5. Scroll down to the Agent section. Enable the Masking permission.

6. Click Save at the top.

Enable Record

1. In CXone Mpower, click the app selector and select Admin.

2. Go to Security Settings > Roles and Permissions.

3. Select the role assigned to your agents who use Salesforce Agent.

4. Click the Permissions tab, then click ACD.

5. Scroll down to the Agent section. Enable the Record Contact permission.

6. Click Save.

Enable Multiparty Conferencing

You can enable agents to conference with more than two additional parties.

1. In CXone Mpower, click the app selector and select Admin.

2. Go to Security Settings > Roles and Permissions.

3. Open the role assigned to your agents who use Salesforce Agent.

4. Click the Permissions tab, then click ACD.

5. Scroll down to the Agent section, and select the Multiparty Conferencing View permission.

6. Click Save.

You can set a limit for the number of parties that can be in a conference call. This is configured in the Details tab of your Business Unit settings (ACD > ACD Configuration > Business Units > Maximum Number of Conference Parties (including Agent)).

Enable ACD Quick Replies

In order for agents to use ACD quick replies, you must add skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to the quick reply. Agents with those skills are then able to use the quick reply.

1. In CXone Mpower, click the app selector and select ACD.

2. Go to ACD Settings > Quick Replies.

3. Open the quick reply you want. If you want to create a new quick reply, click Create New and follow these steps.

4. Click the Skills tab.

5. In the Add Skills section, check the boxes next to the skills you want to add. You can search for skills using the Search box.

6. Once you've selected all the skills you want to add, click Add Skills at the bottom. If you want to add all the skills in your system, click Add All.

7. The skills you selected will then appear in the Assigned Skills section.

Enable Digital Experience Quick Replies

If you haven't already, create Digital quick responses before following these steps.

1. In CXone Mpower, click the app selector and select ACD.

2. Go to Digital > Quick Responses.

3. From the options on the right, click Channels for the quick reply you want to edit.

4. In the All Channels section, click Add next to the channels you want to add to the quick reply. You can search for a channel by entering its name in the field at the top and clicking Search.

5. The channels you add appear in the Selected Channels section, and your changes are saved automatically.