Service Assistant for Voice Permissions

Service Assistant for Voice requires all permissions listed in Mandatory Permissions for Service Assistant. In addition, the permissions below are required to grant Service Assistant access to voice calls and to run the eligibility flow.

Voice Call Access (Required)

The Service Planner User accesses the Voice Call object so that it can monitor the conversation and create service plans. To grant access, a custom permission set that provides app access to Voice Calls is required.

Service reps don't require the custom permission set. They need only the Service Planner User permission set.

Eligibility Flow Access (Required)

For more information, see Service Plan Eligibility Criteria.

The Voice Call eligibility flow doesn't run using the Service Planner User's Run Flows app permission. Both admins and service reps require direct access to the flow so that it runs when the Voice Call record page opens.

To grant access, restrict the flow's default general access, and then create a custom permission set that you assign to both the admin and service reps. Alternatively, give your users the Run Flows permission, or restrict the flow's default general access and then assign the flow to the Standard User profile, if either option aligns with your company's security standards.