Configure Your Org for Contact Center Console with Field Service

Disable Lightning Web Security

Disable Lightning Web Security for Lightning Web Components.

1. Click Setup.
2. In Quick Find, enter Session Settings and click Session Settings under Security.
3. Under Lightning Web Security, deselect the Use Lightning Web Security for Lightning web components and Aura components checkbox.
4. Save your changes.
5. Refresh the application cache by logging out of the org and then logging back in.

Update Remote Site Settings for Lightning Web Component

Configure remote site settings access for Contact Center Console Lightning Web Components (LWC).

1. Click the App Launcher, then click Vlocity Cards. Right-click anywhere in the tab, and select Frame Source to open the iframe in a new browser tab. Copy your domain from the address bar. For example, the domain will be in the following format: https://<myDomain>--<vlocityNameSpace>.visualforce.com.
2. Click Setup.
3. In Quick Find, enter Remote and click Remote Site Settings.
4. Confirm that you have entries for LWC_VF and LWC_LF. If not, create the entries as described in steps 6 through 13.
5. Click Edit on the entry for LWC_VF.
6. In Remote Site URL, update with the copied URL in the following format: https://<myDomain>--<vlocityNameSpace>.visualforce.com
7. Enable Active checkbox.
8. Click Save.
9. Click Edit on the entry for LWC_LF.
10. In Remote Site URL, update the URL in the following format: https://<myDomain>.lightning.force.com.
11. Enable Active checkbox.
12. Click Save.
    

    Note If a FlexCard displays an error message, click the error message, then click Fix.

Install the Field Service Managed Package

Confirm availability of your Field Services licenses and install the Field Service managed package. Energy & Utilities Contact Center Console works along with Salesforce Field Service to manage service appointment scheduling.

Note If you don't have Salesforce Field Service licenses, or need additional licenses, contact your Salesforce Account Executive. For more information, see Salesforce Field Service.

1. Verify that Salesforce Field Service is enabled in your org.

   • Go to Setup.

   • In the Quick Find, search Field Service and click Field Service Settings.

   • Verify if the Field Service is enabled.

   • If Field Service is disabled, toggle the Field Service button to enable it. For more information, see Enable Field Service.

2. Install the Field Service Managed Package in your target org.

Enable Entitlements

Entitlements specify the service level associated with the customer. Service agents use the customer entitlements displayed on the Field Service tab in the Energy & Utilities Contact Center Console to determine if the customer is entitled to a field service request.

1. Go to Setup.
2. In the Quick Find box, search Users and select Users.
3. Click Edit next to the user you wish to edit.
4. Select Service Cloud User, and click Save.
5. To finish enabling entitlements, and to customize entitlement management settings, follow the instructions in Enable Entitlements.

Enable Account Contact Relationship for Field Service

A contact can be associated with multiple accounts. Enabling the Account Contact Relationship access mapping allows sales agents to easily track the relationships between the customers and businesses they work with.

1. Go to Setup.
2. In the Quick Find box, search Account and select Account Settings.
3. Click Edit.
4. Select Allow users to relate a contact to multiple accounts, and click Save.

Create Permission Sets and Assign Permissions

Create permission sets for Field Service, and assign custom permissions to the system administrator profile.

1. In the App Launcher, select Field Service Admin App.
2. Create permissions sets for field service in your target org.
3. Go to Setup, search custom and select Custom Permissions.
4. Click New. Add new custom permission with the following values and click Save:

   Field	Value
   Label	sfiEnergyConsoleFSPermission
   Name	sfiEnergyConsoleFSPermission

5. In the Quick Find box, search profile and select Profiles.
6. Click the user profile that you want to modify. For example, System Administrator.
7. Scroll down and click Custom Permissions.
8. Click Edit, and add sfiEnergyConsoleFSPermission to Enabled Custom Permissions.
9. Click Save.

Disable Cache in Your Target Org

Disable cache to avoid any custom labels being stored in the cache.

1. Go to Setup.
2. In the Quick Find box, search Custom , and click Custom Settings from the search results.
3. Click Card Framework Configuration.
4. Click Manage in the Custom Setting Definition Detail.
5. Verify if the Default Organization Level Value record exists.

   If it does not exist, create a new record:

   • Click New .

   • Select Disable Cache.

   • Click Save.

6. Select the Disable Cache checkbox if it is already not selected.

Install the Interaction Graph

Download and install the Interaction Graph.

1. Download the Interaction Graph JSON file.
2. Log in to Salesforce.
3. In the App Launcher, go to All Items and click OmniStudio DataPacks.
4. Select Installed.
5. From the Import From drop-down, select From File.
6. Click Browse, and select the JSON file you downloaded previously.
7. Click Next. Ensure you have the Interaction Graph checked.
8. Click Next. Review the items to import.
9. Click Next. The import process starts.
10. Click Done

Enable Timeline for Contact Center Console with Field Service

Set up Timeline so that your service agents can view the full sequence interactions with their customer.

1. From Setup, in the Quick Find box, enter Lightning App, and then select Lightning App Builder.
2. Click Account_Utility_Console_LEX_Page.
3. Click Edit.
4. From the standard Components section, drag the Timeline component to the Account page.
5. In Timeline Configurations, click Select.
6. Move Customer Story or Benefit Disbursements Timeline from the Available column to the Selected column, and then click OK.
7. Save your changes.

Set Up Interest Tags for Contact Center Console with Field Service

With Interest Tags, your service agents can capture the needs and interests of your customers and then offer services that appeal them the most.

1. Assign the Energy & Utilities Cloud Interest Tag permission set to your users:
   1. From Setup, in the Quick Find box, enter Users, and then select Users.
   2. Select a user.
   3. In the user's page, in the Permission Set Assignments section, click Edit Assignment.
   4. Add the Energy & Utilities Cloud Interest Tag permission set to the Available Permission Sets column.
   5. Save your changes.
2. Enable interest tags:
   1. From Setup, in the Quick Find box, enter Interest Tags, and then select Interest Tags.
   2. Under Before You Start, turn on Interest Tags.

Assign Industries Service Excellence Permissions to Contact Center Console Users

Assign the Industries Service Excellence permission set to all users who need Identity Verification.

The Industries Service Excellence permissions are required to use Identity Verification in the Energy & Utilities Contact Center Console.

• Assign this permission set to the relevant users in your org:

  • Industry Service Excellence