The Users tab on Talkdesk Admin allows you to quickly create and manage Talkdesk users directly within Salesforce.
Note: User Management in Talkdesk for Salesforce feature is only available for packages above 7.0. To upgrade, contact your Talkdesk representative or Talkdesk Support.
- Creating Users on Talkdesk
- Assigning a License to Talkdesk Users
- Updating a User’s Talkdesk permission set
- Removing a License from Talkdesk Users
- Exception: Accounts with Concurrent Licenses
Creating Users on Talkdesk
To create a user on Talkdesk from Salesforce, follow these steps:
- Go to the “Inactive Talkdesk Users” section [1] on the Users tab in Talkdesk Admin. You will see a list of Salesforce users who don’t have accounts on Talkdesk and Talkdesk users who don’t have licenses for the integration.
- Select the users to be created on Talkdesk and click the Create Talkdesk User button [2].
- Assign a role to them from the options displayed in the dropdown and click Create Talkdesk User [3].
Newly created users will continue to appear under Inactive Talkdesk Users until they are assigned a license in Talkdesk’s Subscriptions App.
Notes:
- Users will only have access to the Talkdesk for Salesforce and Talkdesk for Salesforce Voice integrations after being assigned a license (next step).
- Talkdesk will use the email to sync the agents; please ensure you have only one user per email. If multiple users are created under the same email (even if deactivated), the system may not sync to the correct Salesforce agent.
- You can create users in Talkdesk from Salesforce; however, the opposite is not true. Please make sure to always add new users who will be using Salesforce directly in Salesforce, and not in Talkdesk first.
Assigning a License to Talkdesk Users
In the Subscription App section, you can provision Talkdesk for Salesforce and Talkdesk for Salesforce Voice licenses to Talkdesk users. The Subscription App can be found in the Admin app in Talkdesk or directly within Salesforce in the Users tab inside Talkdesk Admin.
You will be able to see your Salesforce Integration license by scrolling down to the “Add-Ons” section. You will also see the number of licenses currently consumed out of your contractual entitlement, along with the expiration date. Once you find the Salesforce integration, follow these steps to assign licenses to users:
- Click on the Manage Seats action [1].
- Select the new users to whom you want to assign a license and click Save [2].
- Click Confirm [3] to save the changes.
Once the change is confirmed, a full user sync begins. Users who don’t yet have a standard Talkdesk permission set in Salesforce (newly added users) will automatically be assigned a standard one based on their Talkdesk Role:
- If the Talkdesk Role contains "Admin", the "Talkdesk Admin" permission set will be added (and the T4SV equivalent one, for T4SV users).
- If the Talkdesk Role contains "Supervisor", the "Talkdesk Supervisor" permission set will be added. For T4SV users, the Talkdesk Admin will be added since there’s no Supervisor permission.
- For all other Talkdesk Roles, the “Talkdesk Agent” permission set will be assigned (and the T4SV equivalent one, for T4SV users).
When the sync ends, the newly licensed users move from the Inactive Users table to the Active Users table, where their assigned call center and permission sets are displayed.
The call center value will be shown as “Talkdesk for Salesforce” for users with a Talkdesk for Salesforce license and “Talkdesk for Salesforce Voice” for users with a Talkdesk for Salesforce Voice license.
If the user has more than one permission set, only one is displayed in the table. The permission set displayed is the one with the higher hierarchy and the one associated with the current call center that the user has.
Notes:
- When a user’s role is changed in Talkdesk, the permission sets are not updated in Talkdesk. Permission sets are only assigned during the sync process triggered by adding a new license.
- Custom code, apex jobs, or validation rules in the User object might lead to a sync failure.
- Since the Talkdesk sync process runs asynchronously, a great load of asynchronous jobs in the Salesforce queue may cause delays in the Users sync process.
- For more details about the Subscriptions App, check this article.
Updating a User’s Talkdesk permission set
To change the users' Talkdesk permission set, individually or in bulk, follow these steps:
- Go to the “Active Talkdesk Users” section [1] on the Users tab in Talkdesk Admin.
- Select the users to update and click on the “Change Permission Set” button [2].
- Assign a permission set to them from the options displayed in the dropdown.
- Confirm the permission set change you are performing by clicking on Confirm [3].
The table will update with the new permission set assigned. If the user has more than one permission set, only one is displayed in the table. The permission set displayed should be the one with the higher hierarchy and the one associated with the current call center the user has.
Notes:
- For Salesforce Voice users, only Admin and Agent permission sets are supported. If the Supervisor permission set is selected, the system will default to assigning the Admin permission set.
- If a permission set is changed directly in the Salesforce user record, the Active Users page must be reloaded to reflect the change.
- Changing the Talkdesk permission set in Salesforce does not update the user's Role in Talkdesk. Talkdesk Roles can only be changed inside Talkdesk.
Removing a License from Talkdesk users
The process of removing a license is very similar to the process of assigning a license. To do so, open the Subscriptions App and follow these steps:
- Click on the Manage Seats action [1].
- De-select the users to be removed from the integration. Click Save [2].
- Confirm the license removal changes by clicking Confirm [3].
Once the change is confirmed, a full user sync begins, removing both the call center and Talkdesk permission sets from the user. This process takes around 5 minutes. Please wait for it to finish before performing any further license changes.
When the sync ends, the removed users will move from the Active Users table to the Inactive Users table.
Exception: Accounts with Concurrent Licenses
Talkdesk Accounts with Concurrent Licenses currently don’t have access to the Subscriptions App. Therefore, the legacy license management process still applies.
When activating a user from the Inactive Users tab, Admins must select the Role and the Call Center to be assigned. Once this process is complete, the users will move from the Inactive Users tab to the Active Users tab.
In the Active Users tab, in addition to the “Change Permission Set” option, Admins have access to two other specific actions:
- Change CTI: Updates the user’s assigned Call Center.
- Deactivate: Removes the user license, and the user will move from the Active Users table to the Inactive Users table.