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            Assign ‌Permissions for Autonomous Scheduling in the New Agentforce Builder

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            Assign ‌Permissions for Autonomous Scheduling in the New Agentforce Builder

            Create and assign permissions to users.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.

            Make sure to follow the sections in this order:

            1. Customer-Initiated Scheduling
            2. Agentforce Scheduling Supervisor View
            3. Escalations

            Customer-Initiated Scheduling

            The following permissions are required for Customer-Initiated Scheduling.

            Agent User

            1. In Setup, find and select Users.
            2. Open your agent user.
              Tip
              Tip If you’re not sure which user is your agent user, open your agent and check which user is selected in the Agent’s User Record field.
              Agent User field value
            3. Assign the Field Service AI Agent Permissions permission set.
            4. Assign the Field Service Standard permission set license.

            Admin Users

            1. In Setup, find and select Users.
            2. Assign these permission sets to your admin users.
              • Agentforce Service Agent Configuration
              • Field Service Resource License
              • Field Service Resource Permissions

            Object and Field Permissions

            1. In Setup, find and select Permission Sets.
            2. Click Field Service AI Agent Permissions.
            3. From the Apps section, click Object Settings.
            4. Grant access to work types.
              1. From Object Settings, click Service Appointments.
              2. Click Edit.
              3. Under Field Permissions, for the Work Type field, make sure Read Access is selected.
              4. Save your changes.
            5. (Optional) Grant access to create contact records for guest users.
              1. From Object Settings, click Contacts.
              2. Click Edit.
              3. Under Object Permissions, select Create.
              4. Save your changes.
            6. Grant access to engagement topics.
              1. From Object Settings, click Engagement Topics.
              2. Click Edit.
              3. Under Object Permissions, select Read.
              4. Under Field Permissions, for the Topic field, select Read Access.
              5. Save your changes.
            7. Go back to the Permission Set Overview page and under System, click System Permissions.
            8. Grant access to the Service Excellence objects and fields.
              1. Click Edit.
              2. Enable the Service Excellence Platform User permission.
              3. Save your changes.

            Agentforce Scheduling Supervisor View

            The following permissions are required for users who access the Agentforce Scheduling Supervisor View.

            Before you begin, make sure that you’ve granted all of the permissions that are required for Customer-Initiated Scheduling and Customer Outreach. Then, follow these steps to let users access the Agentforce Scheduling Supervisor View.

            1. In Setup, find and select Permission Sets.
            2. Assign the Access Agentforce Scheduling Supervisor View permission set to all the relevant users.

            Escalations

            The following permissions are required for users that handle escalations.

            Before you begin, make sure that you’ve granted all of the permissions that are required for Customer-Initiated Scheduling, Customer Outreach, and Agentforce Scheduling Supervisor View. Then, follow these steps to let users handle escalated conversations.

            1. To use Omni-Channel for picking up escalated conversations, give users access to Enhanced Chat.
            2. In Setup, find and select Users.
            3. Open any user who is required to handle escalations.
            4. Make sure that the MIAWPermSet permission set is assigned.
            5. Make sure that these permission set licenses are assigned.
              • Messaging User

                There are two permission sets with this name. Assign the permission set that gives Service users access to Messaging Setup and to Messaging chat functionality and message session records.

              • Enhanced Chat User
            6. To see escalated conversations in Omni-Channel, add the user to the relevant queue.
            7. Assign the user to the Service Console app.
             
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