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Give Service Reps Access

Give service reps access to Service Replies in the Einstein Reply Recommendations component by assigning them a permission set.

Required Editions

User Permissions Needed
To assign permission sets: Assign Permission Sets
To view object permissions: View Setup and Configuration
To edit object permissions:

Manage Profiles and Permission Sets

AND

Customize Application
To view and manage apps:

View Setup and Configuration

AND

Customize Application

Before assigning permissions, decide which service reps you want to use Service Replies.

From Permission Sets, assign your selected service reps the Service Replies User permission set. The permission set is included with the Service Cloud Einstein add-on license.
The Service Replies user permission set with Manage Assignments highlighted
Note
Note To use Service Replies with Agentforce Data Library or Prompt Builder, assign agent the Data Cloud user and Prompt Template user permission sets, and give agents access to the Agentforce Data Library you’re using.

Recommendations appear in the Einstein Replies component. If Reply Recommendations is enabled, users with the Einstein Reply Recommendations User permission set get the component on the Chat and Messaging console pages.

See Also