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            Set Up Collections and Recovery Assistance for Customers

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            3. Collections and Recovery

            Set Up Collections and Recovery Assistance for Customers

            Collections and Recovery Customer Assistance is a prebuilt Agentforce Service Agent template. Use this template to create an agent, and keep the considerations in mind before proceeding.

            Required Editions

            Available in: Lightning Experience
            Available in: View product and edition availability.
            User Permissions Needed
            To create an agent by using the Agentforce Service Agent template:

            Manage AI Agents AND Manage Agentforce Service Agents

            OR

            Customize Application
            1. To enable Collections and Recovery Customer Assistance, in Setup, find and select Collections and Recovery Settings, and turn on Collections and Recovery Customer Assistance.
            2. To enable Financial Account Management Standard Objects, in Setup, find and select Financial Account Settings, and turn on Financial Account Management Standard Objects.
            3. Set up Einstein generative AI to get access to powerful generative AI features.
            4. Enable Agentforce.
            5. Create an Agent by using the Collections and Recovery Customer Assistance template.
              Note
              Note Collections and Recovery Customer Assistance template and subagents are available only in the Legacy Agentforce Builder.
            6. Create and customize a permission set and assign it to the Agent user that you created when creating the agent with Collections and Recovery Customer Assistance template.
              1. Create a permission set and assign it to the Agent user that you created earlier.
              2. In the newly created permission set, enable these object permissions.
                Object Name Read Create Edit Delete View All Records Modify All Records View All Fields
                Account Check icon indicating enable — — — — — Check icon indicating enable
                Collection Plan Check icon indicating enable — Check icon indicating enable — — — Check icon indicating enable
                Contact Check icon indicating enable Check icon indicating enable — — — — Check icon indicating enable
                Financial Account Check icon indicating enable — — — — — Check icon indicating enable
                Financial Account Party Check icon indicating enable — — — — — —
                Payment Schedule Check icon indicating enable Check icon indicating enable Check icon indicating enable — — — Check icon indicating enable
                Payment Schedule Item Check icon indicating enable Check icon indicating enable Check icon indicating enable — — — Check icon indicating enable
              3. In the newly created permission set, provide read and edit access to the Promise to Pay Count field of the Collection Plan object.
              4. Assign Collections and Recovery Specialist permission set to the Agent User.
            7. To route voice conversations to your Collections and Recovery service agent, Connect a Service Agent to Telephony.

            See Also

             
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