How can we Help?

Talkdesk for Salesforce Admin Permission Sets

Follow

Roles in Talkdesk are equivalent to Permission Sets in Salesforce. For this reason, you can override Talkdesk’s default roles without leaving Salesforce by simply modifying Permission Sets. Learn more about Salesforce Permission Sets

The following Talkdesk roles are available by default in Talkdesk for Salesforce:

  • Agent/Custom Role - Maps to User Permission Set in Salesforce
  • Supervisors - Maps to Manager Permission Set in Salesforce
  • Administrators - Maps to Administrator Permission Set in Salesforce

For example, if you want your agents to be able to access Talkdesk Live dashboard, you need to manually assign them the Talkdesk Manager (or Administrator) Permission Set.

The User Permission Set maps to the Agent role in Talkdesk, which by default does not provide access to Talkdesk Live (only Supervisors and Admins have this access).

Users with a Standard User Profile can run most use cases available in Talkdesk for Salesforce Managed Package as long as they are granted the Admin Permission Set.

They will not be able to Auto Pop Salesforce Cases though. To do this they must be manually assigned PushTopic Read permissions.

Bellow is a list of all actions verified to run for a Standard User who has the Talkdesk Administrator Permission Set:

  • Contact Synchronization (Salesforce - Talkdesk)
  • Lead Conversion
    • Respective Jobs
  • User management
  • Omni-Channel
    • Sync-status
    • Status Creation
  • Salesforce Object CRUD operations
  • Talkdesk Admin
    • Relate To
    • Default Automations
    • Custom Automations
    • Activate/Deactivate Users
    • Settings
    • Automations
    • Users

 

PERMISSIONS AT THE USER LEVEL, GRANTED TO A SYSTEM ADMINISTRATOR BUT NOT TO A STANDARD USER WITH A TALKDESK ADMINISTRATOR PERMISSION SET

PERMISSIONS AT THE OBJECT LEVEL, GRANTED TO A SYSTEM ADMINISTRATOR BUT NOT TO A STANDARD USER WITH A TALKDESK ADMINISTRATOR PERMISSION SET

SETUP ENTITY PERMISSIONS GRANTED TO A SYSTEM ADMINISTRATOR BUT NOT TO A STANDARD USER WITH A TALKDESK ADMINISTRATOR PERMISSION SET

Activate Contract

Asset

Apex Classes

Activate Order

Campaign

CustomMetadataUtils

Author Apex

ConsumptionSchedule

CustomMetadataUtilsTest

Can Insert Feed System Fields

ContactRequest

RelateToSplitIoRequest

Connect Org To Environment Hub

Contract

SplitIOClient

Content Administrator

DandBCompany

SplitIORequest

Create Packaging

Document

SplitIORequestMaker

Create Workspaces

DuplicateRecordSet

UtilsTest

Data Export

Goal

Connected Apps

Delete Activated Contract

GoalLink

 

Edit Activated Orders

Idea

 

Edit Brand Templates

Image

 

Edit Case Comments

Macro

 

Edit Html Templates

Metric

 

Edit Knowledge

MetricDataLink

 

Edit Public Documents

Order

 

Edit Read-Only Fields

Pricebook2

 

Import Leads

Product2

 

Install Packaging

PushTopic

 

Manage Analytic Snapshots

QuickText

 

Manage Auth Providers

Scorecard

 

Manage Business Hours Holidays

ScorecardAssociation

 

Manage Call Centers

ScorecardMetric

 

Manage Cases

Solution

 

Manage Categories

StreamingChannel

 

Manage Content Permissions

   

Manage Content Properties

   

Manage Custom Report Types

   

Manage Data Categories

   

Manage Dynamic Dashboards

   

Manage Email Client Config

   

Manage Exchange Config

   

Manage Interaction

   

Manage Knowledge

   

Manage Knowledge Import/Export

   

Manage Leads

   

Manage Mobile

   

Manage Networks

   

Manage Remote Access

   

Manage Solutions

   

Manage Synonyms

   

Moderate Chatter

   

Modify All Data

   

New Report Builder

   

Publish Packaging

   

Schedule Reports

   

Solution Import

   

Transfer Any Case

   

Transfer Any Lead

   

Use Team Reassign Wizards

   

View All Data

   

View Data Categories

   

View My Teams Dashboards

   

Work Calibration User

   

 

 

Note: Difference between Standard User + Permission Set Vs System Admin: no action needed.

Have more questions? Submit a request

Comments

Powered by Zendesk