The Multiplay Subscription Management Agent persona allows the user to access the agent console, the underlying actions and processes, and the shopping cart and checkout process. This permission set should be assigned to service agent users.
What Can an MSM Agent Persona Do?
What this persona can do depends on the permissions that you assign to them. Here is the recommended set of actions that the MSM Agent persona performs:
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Access the agent console
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View and manage customer account and subscription details
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Run guided process flows to address common customer requests
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Support customer life cycle requests and queries.
- Assign Permissions to MSM Agent Persona
To create a user with a service agent persona, you must assign the required permissions set licenses, managed permission sets, and object-level permissions as recommended in the sample permission sets.