Service Assistant for Voice Permissions

Service Assistant for Voice requires all permissions listed in the Mandatory Permissions section of Mandatory Permissions for Service Assistant. In addition, the permissions below are required to grant Service Assistant access to voice calls and to run the eligibility criteria flow.

• Voice Call Access (Required)
• Eligibility Flow Access (Required)
• Related Record Grounding (Optional)

Voice Call Access (Required)

The Service Planner User accesses the Voice Call object so that it can monitor the conversation and create service plans. To grant access, a custom permission set that provides app access to Voice Calls is required.

Service reps don't require the custom permission set. They need only the Service Planner User permission set.

Eligibility Flow Access (Required)

The Voice Call eligibility flow doesn't run using the Service Planner User's Run Flows app permission. Both admins and service reps require direct access to the flow so that it runs when the Voice Call record page opens.

To grant access, restrict the flow's default general access, and then create a custom permission set that you assign to both the admin and service reps. Alternatively, give your users the Run Flows permission, or restrict the flow's default general access and then assign the flow to the Standard User profile, if either option aligns with your company's security standards.

See Set Up Service Assistant for Voice and Service Plan Eligibility Criteria.

Related Record Grounding (Optional)

Reference Guide: Grounding Voice Service Plans with Related Records (Optional) | Setup Steps: Set Up Related Record Grounding for Voice (Optional).

As an optional grounding source for Service Assistant, you can ground Service Assistant on related records to provide more detailed and customer-specific service plans. We provide you a prompt template and flow that you customize to add the objects and fields and you want to ground on.

To ground in related records, the ServicePlanner User (agent user) and service reps must have read access to all fields and objects included in your prompt template and flow. We recommend providing access through a custom Voice Record Grounding Access permission set. Service Reps also need the Prompt Template user permission set.