Review these considerations and limitations before setting up Help Agent.
- You can’t use Quick Service Agent Configuration to set up Help Agent in orgs enabled with Data Cloud One.
- Help Agent comes with default permissions that enable it to do specific tasks. To give the agent access to more features, such as prompt templates, create a custom permission set that gives the agent user the access it needs. Custom permission sets that you assign to the agent user must be associated with the Einstein Agent license and Einstein Agent User profile. For a list of agent features and their required permissions, see Best Practices for Agent Users.
- To use Quick Service Agent Configuration in a sandbox, you must manually set up Data 360, and then assign the Data Cloud permission sets to users.
- Before you can route escalated conversations to a rep, you must assign reps to the queue. By default, no reps are assigned to the default queue. For details, see Escalation Path in the Conversation Lifecycle.
- To create a fallback support case, the customer must exist as a contact. If no contact record exists, the case isn't created. For details, see Escalation Path in the Conversation Lifecycle.