---
schema_version: "1"
id: 59a438aa78d1e109b4abbbef2b1a19b1eea0f07ff08cc9cc6ea4ecee110ecfc2
title: Set Up Collections and Recovery Assistance for Customers
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/agent_ref_collections_setup_customer_assistance.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.agent_ref_collections_setup_customer_assistance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d0a467f7f8941732ecae123064f711b7e685156ab71921319683b0b3515e83f0
description: Collections and Recovery Customer Assistance is a prebuilt Agentforce Service Agent template. Use this template to create an agent, and keep the considerations in mind before proceeding.
products:
  - Industry Solutions
  - Cross Cloud
release: "264"
---
# Set Up Collections and Recovery Assistance for Customers

Collections and Recovery Customer Assistance is a prebuilt Agentforce Service Agent template. Use this template to create an agent, and keep the considerations in mind before proceeding.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://help.salesforce.com/s/articleView?id=ind.agent_ref_collections_editions_permissions.htm&amp;release=264.0.0&amp;type=5" title="Review the supported products, editions, and permissions for Collections and Recovery Assistance both for employees and customers. Then learn how your product handles permissions and how to assign them.">View product and edition availability.</a></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col>
          <col>
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d3271e68">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d3271e68 ">To create an agent by using the Agentforce Service Agent template: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d3271e68 ">
              <p>Manage AI Agents AND Manage Agentforce Service Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

1. To enable Collections and Recovery Customer Assistance, in Setup, find and select **Collections and Recovery Settings**, and turn on Collections and Recovery Customer Assistance.
2. To enable Financial Account Management Standard Objects, in Setup, find and select **Financial Account Settings**, and turn on Financial Account Management Standard Objects.
3. [Set up Einstein generative AI to get access to powerful generative AI features](https://help.salesforce.com/s/articleView?id=ai.generative_ai_enable.htm&language=en_US).
4. [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US).
5. [Create an Agent by using the Collections and Recovery Customer Assistance template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&language=en_US).
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/images/icon_note.png)
    
    Note Collections and Recovery Customer Assistance template and subagents are available only in the Legacy Agentforce Builder.
6. Create and customize a permission set and assign it to the Agent user that you created when creating the agent with Collections and Recovery Customer Assistance template.
    1. [Create a permission set and assign it to the Agent user](https://help.salesforce.com/s/articleView?id=platform.perm_sets_create.htm&language=en_US) that you created earlier.
    2. In the newly created permission set, [enable these object permissions](https://help.salesforce.com/s/articleView?id=platform.perm_sets_objects_and_fields.htm&language=en_US).
        
               
        | Object Name | Read | Create | Edit | Delete | View All Records | Modify All Records | View All Fields |
        | --- | --- | --- | --- | --- | --- | --- | --- |
        | Account | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | — | — | — | — | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) |
        | Collection Plan | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | — | — | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) |
        | Contact | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | — | — | — | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) |
        | Financial Account | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | — | — | — | — | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) |
        | Financial Account Party | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | — | — | — | — | — |
        | Payment Schedule | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | — | — | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) |
        | Payment Schedule Item | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) | — | — | — | ![Check icon indicating enable](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-collections-264-0-0-production-enus/3689d02c-0a37-45ca-bd97-514087074dd3/resources-global/_corporate/images/checkmark.png) |
    3. In the newly created permission set, [provide read and edit access to the Promise to Pay Count field of the Collection Plan object](https://help.salesforce.com/s/articleView?id=platform.users_profiles_fls.htm&language=en_US).
    4. Assign Collections and Recovery Specialist permission set to the Agent User.
7. To route voice conversations to your Collections and Recovery service agent, [Connect a Service Agent to Telephony](https://help.salesforce.com/s/articleView?id=ai.agent_connect_telephony_parent.htm&language=en_US).

#### See Also

- [_Salesforce Help:_ Best Practices for Agent User Permissions](https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&language=en_US)
- [_Salesforce Help:_ Configure Service Agent Managers](https://help.salesforce.com/s/articleView?id=ai.service_agent_managers.htm&language=en_US)