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, 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
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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 |
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Activate Contract |
Asset |
Apex Classes |
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Activate Order |
Campaign |
CustomMetadataUtils |
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Author Apex |
ConsumptionSchedule |
CustomMetadataUtilsTest |
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Can Insert Feed System Fields |
ContactRequest |
RelateToSplitIoRequest |
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Connect Org To Environment Hub |
Contract |
SplitIOClient |
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Content Administrator |
DandBCompany |
SplitIORequest |
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Create Packaging |
Document |
SplitIORequestMaker |
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Create Workspaces |
DuplicateRecordSet |
UtilsTest |
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Data Export |
Goal |
Connected Apps |
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Delete Activated Contract |
GoalLink |
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Edit Activated Orders |
Idea |
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Edit Brand Templates |
Image |
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Edit Case Comments |
Macro |
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Edit Html Templates |
Metric |
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Edit Knowledge |
MetricDataLink |
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Edit Public Documents |
Order |
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Edit Read-Only Fields |
Pricebook2 |
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Import Leads |
Product2 |
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Install Packaging |
PushTopic |
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Manage Analytic Snapshots |
QuickText |
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Manage Auth Providers |
Scorecard |
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Manage Business Hours Holidays |
ScorecardAssociation |
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Manage Call Centers |
ScorecardMetric |
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Manage Cases |
Solution |
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Manage Categories |
StreamingChannel |
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Manage Content Permissions |
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Manage Content Properties |
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Manage Custom Report Types |
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Manage Data Categories |
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Manage Dynamic Dashboards |
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Manage Email Client Config |
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Manage Exchange Config |
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Manage Interaction |
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Manage Knowledge |
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Manage Knowledge Import/Export |
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Manage Leads |
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Manage Mobile |
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Manage Networks |
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Manage Remote Access |
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Manage Solutions |
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Manage Synonyms |
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Moderate Chatter |
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Modify All Data |
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New Report Builder |
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Publish Packaging |
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Schedule Reports |
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Solution Import |
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Transfer Any Case |
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Transfer Any Lead |
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Use Team Reassign Wizards |
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View All Data |
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View Data Categories |
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View My Teams Dashboards |
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Work Calibration User |
Note: Difference between Standard User + Permission Set Vs System Admin: no action needed.