Set Up Interaction Summaries

Enable Interaction Summaries and Enhanced Notes

Enable caseworkers and other users to capture and share notes of meetings and conversations with clients in an efficient and compliant manner.

1. From Setup, in the Quick Find box, enter Interaction Summary, and then, under Program and Case Management Settings, select Interaction Summary Settings.
2. Turn on Interaction Summary.
3. Turn on Enhanced Interaction Note Interface.
   The enhanced interaction note interface is the guided flow that enables users to seamlessly create meeting notes; add interaction details, attendees, and interest tags; and share the notes with other users.

Add the Interaction Summaries Component to a Lightning Record Page

Add the Interaction Summaries component to the Lightning record page of relevant objects so that it’s easy for caseworkers and others to access.

1. From the App Launcher, find and select Cases.
2. Select a case.
3. Click , and then select Edit Page.
4. Select the Tabs component on the page canvas and, in the properties panel, click Add Tab.
5. Click the new tab’s label and select Custom.
6. Enter a name, such as Interaction Summary, and then click Done.
7. From the Components panel, drag Interaction Summaries to the new tab on the canvas.
8. In the properties panel, for Lookup Field, select Related Record.
   The component uses the Lookup Field value to populate the interaction summary records on the component. The Lookup Field values can vary for different objects. For example, on Account, select Account or Partner Account.

Give Users Access to Interaction Summaries

Allow users to control access to interaction summaries so that they can collaborate effectively with other users.

• To enable parent object-level access:
  1. From Setup, in the Quick Find box, enter Interaction Summary and then, under Program and Case Management Settings, select Interaction Summary Settings.
  2. Turn on Interaction Summary Custom sharing provider.
• To configure compliant data sharing.
  1. From Setup, in the Quick Find box, search for and then select Permission Sets.
  2. Click New.
  3. Enter Compliant Data Sharing Manager as the label, and then press Tab to automatically populate the API Name.
  4. For License, select Compliant DataSharing.
  5. Save your changes.
     The newly created permission set needs some additional system permissions, so add those permissions now.
  6. Click System Permissions and then click Edit.
  7. Turn on Use Compliant Data Sharing and click Save.
     Now, assign the permission set to the users, such as caseworkers.
  8. In the Quick Find box, enter Users, and then select Users.
  9. Under the Full Name column, select the name of the user, and click Permission Set Assignments | Edit Assignments.
  10. Move the Compliant Data Sharing Manager and Interaction Summary sets from the Available Permission Sets list to the Enabled Permission Sets list, and save your changes.
  11. In the Quick Find box, enter Interaction Summary and then, under Program and Case Management Settings, select Interaction Summary Settings.
  12. Disable Role Hierarchy-Based Sharing for Interaction Summary, Role Hierarchy-Based Sharing for Interactions, and Interaction Summary Custom sharing provider.
  13. In the Quick Find box, enter Compliant Data Sharing, and then select Object Enablement Settings.
  14. Turn on compliant data sharing for CRM users for Interaction.
      To share an interaction and to access the Interaction Participant object, ensure that compliant data sharing is enabled for the Interaction object.
  15. Turn on compliant data sharing for CRM users for Interaction Summary.
      To share an interaction summary and to access the Interaction Summary Participant object, ensure that compliant data sharing is enabled for the Interaction Summary object.
  16. Select Participant Roles and then create participant roles with default access levels, as required.
      For example, create a role named Notes Publisher with read/write access for the Interaction Summary parent object, and create another role named Notes Reviewer that has read-only access to the Interaction Summary parent object.

Enable Topics and Interest Tags

For users to relate interest tags to interaction notes, first enable topics for objects. Then give users permission to create, edit, and delete interest tags and tag categories. Finally, enable interest tags.

Note Salesforce offers two ways to work with profiles: the enhanced profile user interface and the original profile user interface. You can switch between the two in Setup. Search for and select User Management Settings, and then turn Enhanced Profile User Interface on or off as needed. These instructions assume you're working with the enhanced profile user interface.

1. From Setup, in the Quick Find box, enter Topics, and then select Topics for Objects.
2. Select Interaction Summary, and then select Enable Topics.
3. Save your work.
4. In the Quick Find box, enter Profiles, and then select Profiles.
5. Click the profile name for users who work with interaction summaries, such as caseworkers, and then click Edit.
6. In System Permissions, select these permissions: Assign Topics, Create Topics, Delete Topics, Edit Topics, and Merge Topics.
7. Save your changes.
8. Turn on interest tags.
   1. In the Quick Find box, enter Interest Tags, and then select Interest Tags.
   2. Turn on Interest Tags.

Specify Interaction Notes Field-Level Security

To allow selected user profiles to publish notes, update field-level security for the Interaction Note Published field on the Interaction Summary object.

Note If your Public Sector org was created before Summer ‘24, before continuing, add the Interaction Notes Published field to the Interaction Summary object’s page layout.

1. From the object management settings for Interaction Summary, select Fields & Relationships.
2. Select Interaction Note Published.
3. Select Set Field-Level Security.
4. Select Visible for all applicable user profiles, such as Standard User.
5. Save your changes.