---
schema_version: "1"
id: 72ea2ea30e7483393fa5ad8f777b0d8305dbeebe4e4a79f7d3a965e53c5cfe95
title: Service Assistant for Voice Permissions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/sp_permissions_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ffd659598f5a49f38e496863520e721b7bfb753a2b48ae9bec09201dc10e60f3
description: Review the permissions required to access and use features specific to Service Assistant for Voice.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Service Assistant for Voice Permissions

Review the permissions required to access and use features specific to Service Assistant for Voice.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

Service Assistant for Voice requires all permissions listed in the Mandatory Permissions section of [Mandatory Permissions for Service Assistant](https://help.salesforce.com/s/articleView?id=service.sp_permissions_mandatory.htm&type=5&language=en_US). 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)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5)
- [Eligibility Flow Access (Required)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5)
- [Related Record Grounding (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_permissions_voice.htm&release=264.0.0&type=5)

## 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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:19.04761904761905%">
          <col style="width:14.285714285714288%">
          <col style="width:28.571428571428577%">
          <col style="width:38.0952380952381%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e104">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e107">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e110">Standard Permissions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e113">Custom Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e104 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e107 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e110 ">Service Planner Builder permission set</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e113 ">None</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e104 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e107 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e110 ">Service Planner User permission set</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e113 ">None</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e104 ">Service Planner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e107 ">Einstein Agent</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e110 ">
              <ul>
                <li>Service Planner Agent User</li>

                <li>Agentforce_Service_Assistant Permissions</li>

                <li>Data 360 User permission set</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e113 ">
              <p>Recommended custom permission set name: Agent Voice Access</p>
              <p>Required app permissions:</p>
              <ul>
                <li>Access Conversation Entries</li>

                <li>View All Voice and Video Calls</li>

              </ul>
            </td>

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

## 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](https://help.salesforce.com/s/articleView?id=platform.flow_distribute_security.htm&type=5&language=en_US), 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](https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&language=en_US) and [Service Plan Eligibility Criteria](https://help.salesforce.com/s/articleView?id=service.sp_eligibility_reference.htm&type=5&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:19.04761904761905%">
          <col style="width:14.285714285714288%">
          <col style="width:28.571428571428577%">
          <col style="width:38.0952380952381%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e239">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e242">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e245">Standard Permissions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e248">Custom Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e239 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e242 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e245 ">Service Planner Builder</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e248 ">
              <p>Custom permission set: Voice Call Eligibility Flow Access</p>
              <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&amp;release=264.0.0&amp;type=5" title="Complete the required setup steps for Service Assistant for Voice.">Set Up Service Assistant for Voice</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e239 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e242 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e245 ">Service Planner User</td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e248 ">
              <p>Custom permission set: Voice Call Eligibility Flow Access</p>
              <p style="margin-bottom:0;">This custom permission set enables flow access on your eligibility flow. See <a href="https://help.salesforce.com/s/articleView?id=service.sp_setup_vc.htm&amp;release=264.0.0&amp;type=5" title="Complete the required setup steps for Service Assistant for Voice.">Set Up Service Assistant for Voice</a>.</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e239 ">Service Planner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e242 ">Einstein Agent</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e245 ">
              <ul>
                <li>Service Planner Agent User</li>

                <li>Agentforce_Service_Assistant Permissions</li>

                <li>Data 360 User permission set</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e248 ">None. The agent user has access to the flow through Run Flows permission provided with
              the Einstein Agent user license. </td>

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

## Related Record Grounding (Optional)

Reference Guide: [Grounding Voice Service Plans with Related Records (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_vc.htm&release=264.0.0&type=5 "Learn how to use related records as a grounding source for Service Assistant for Voice to create more contextual and detailed plan steps.") | Setup Steps: [Set Up Related Record Grounding for Voice (Optional)](https://help.salesforce.com/s/articleView?id=service.sp_rrg_setup_vc.htm&release=264.0.0&type=5 "Ground voice service plans in related records using a prompt template and flow.").

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.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:19.04761904761905%">
          <col style="width:14.285714285714288%">
          <col style="width:28.571428571428577%">
          <col style="width:38.0952380952381%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e388">Persona</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e391">User License</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e394">Standard Permissions</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d23867e397">Custom Permissions</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e388 ">Service Assistant Admin</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e391 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e394 ">
              <ul>
                <li>Service Planner Builder permission set</li>

                <li>Prompt Template Manager</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e397 ">None</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e388 ">Service Rep</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e391 ">Salesforce</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e394 ">
              <ul>
                <li>Service Planner User permission set</li>

                <li>Prompt Template User Permission set</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e397 ">Voice Record Grounding custom permission set</td>

          </tr>
          <tr class="">
            <td data-label="Persona" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e388 ">Service Planner User</td>

            <td data-label="User License" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e391 ">Einstein Agent</td>

            <td data-label="Standard Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e394 ">
              <ul>
                <li>Service Planner Agent User</li>

                <li>Agentforce_Service_Assistant Permissions</li>

                <li>Data 360 User permission set</li>

              </ul>
            </td>

            <td data-label="Custom Permissions" class="slds-cell-wrap" style="vertical-align:top;" headers="d23867e397 ">Voice Record Grounding custom permission set</td>

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