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Assign Permission Sets for Agentforce Contact Center

Use permission sets to control access to your Agentforce Contact Center.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.
User Permissions Needed
To assign permission sets: Assign Permission Sets

Give at least one user, such as yourself, the admin permission set so they can set up the contact center. Give service reps a permission set so they can make and receive voice calls, listen to call recordings, and view call transcripts. Give supervisors a supervisor permission set. Each permission set includes multiple user permissions.

  1. In Salesforce, navigate to Setup.
  2. Use Quick Find to navigate to Permission Sets.
  3. Click the user permission set you want to assign.
    Permission set DESCRIPTION
    Agentforce Contact Center Admin (Salesforce Voice) Set up and manage Salesforce Voice features in Agentforce Contact Centers.
    Agentforce Contact Center Supervisor (Salesforce Voice) Supervise reps that work in an Agentforce Contact Center with supervisor features.
    Agentforce Contact Center Rep (Salesforce Voice) Help customers and collaborate with coworkers in an Agentforce Contact Center.
  4. Click Manage Assignments.
  5. Click Add Assignments.
  6. Select the users that you want to assign the permission set to.
  7. Click Assign.
  8. Click Done.