---
schema_version: "1"
id: 93f913a8ab972bebd190988f3cef2a03bac0d206677767453e37d0802f9638c4
title: Give Service Reps Access
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/reply_recs_generative_ai_give_agents_access.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.reply_recs_generative_ai_give_agents_access.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ca81f9bab0b06f9f1286a195d3bb4817af65d62e60d52bc5532be5d16453f20b
description: Give service reps access to Service Replies in the Einstein Reply Recommendations component by assigning them a permission set.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </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="d11942e37">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To assign permission sets:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">Assign Permission Sets</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To view object permissions:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To edit object permissions:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">
              <p>Manage Profiles and Permission Sets </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Customize
                Application</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">To view and manage apps:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11942e37 ">
              <p>View Setup and Configuration </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

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

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/reply_recommendations/err_generative_ai_permission_set.png)

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)

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

- [Manage Permission Set Assignments](https://help.salesforce.com/s/articleView?id=platform.perm_sets_manage_assignments.htm&type=5&language=en_US)
- [Create and Configure Lightning Experience Record Pages](https://help.salesforce.com/s/articleView?id=platform.lightning_app_builder_customize_lex_pages.htm&type=5&language=en_US)