Prepare Your Service Reps to Use Bring Your Own Channel for CCaaS

Give service reps the Service Cloud User license and prepare the service console for Bring Your Own Channel for CCaaS.

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This article applies to:	Bring Your Own Channel for CCaaS
This article doesn’t apply to:	Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel for Messaging

User Permissions Needed
To edit users:	Manage Internal Users
To assign permission sets:	Assign Permission Sets

Assign licenses to your Bring Your Own Channel for CCaaS service reps.
- For Messaging, add the Digital Engagement add-on license with Partner Messaging or the Agentforce Contact Center Digital add-on license with Partner Messaging.
- If using Voice in your contact center, add the Salesforce Voice Partner Telephony add-on license.
Clone the Contact Center Bring Your Own Channel User permission set and assign the resulting custom permission set to your Bring Your Own Channel for CCaaS service reps.
If using Voice in your contact center, assign the Salesforce Voice Contact Center Rep (Partner Telephony) permission set to your service reps as well.
Give your SCRT2 Integration User Read and Create access to the custom platform event for your Bring Your Own Channel messaging channel.
1. From Setup, in the Quick Find box, enter Permission Sets, and then select Permission Sets.
2. Click SCRT2 Integration User.
3. Click Object Settings.
4. Click the name of the custom platform event you just created.
5. Click Edit, and select the Read and Create checkboxes.
6. Click Save.
Create presence statuses for messaging.
Give your service reps access to presence statuses.

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