Assign a contact center admin to manage contact center users, without granting them full contact center admin privileges. A delegated contact center admin can add and remove users from a contact center, but can't change other contact center settings.
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
-
Create the delegated contact center admin permission set.
- From Setup, select , and click .
- Enter a Label for the permission set, and save the changes.
- In the App Permissions for the permission set, click .
- Add the Salesforce Voice Delegated Contact Center Admin permission to the permission set, and save the changes.
-
Assign the delegated admin permission set to a user.
- In the Permission Set Assignments in the user details page, click .
- Add the delegated admin permission set that you created in step 1, to the user. Save the changes.
The contact center user can perform all the allowed actions for a delegated contact center admin.
| Action | Delegated Contact Center Admin |
|---|---|
| Add contact center admins or reps | Yes |
| View contact center details | Yes |
| Add Presence Status Mappings | Yes |
| View Service Check | Yes |
| Remove contact center rep | Yes |
| Update or edit contact center details | No |
| Delete contact center | No |
| Create contact center | No |
| Manage Queue Mapping | View only |
| Remove ‌contact center admin | No |
| View user profiles | No |
Salesforce Voice Contact Center Admin permission is required for full edit access to a contact center. Without the Salesforce Voice Contact Center Admin permission, even a system admin is restricted to the same contact center privileges as a delegated contact center admin.
The View All Profiles permission is required to view user profiles.