Configuring Salesforce instance


Customers that want to integrate Zoom Virtual Agent with Salesforce will need to perform the setup below. This provides Zoom Virtual Agent with API access necessary to create Case and its related entities.

This article covers:

Prerequisites for configuring Salesforce instance

How to configure Salesforce instance with necessary permissions

Field level permissions to access Account, Contact and Lead objects

  1. Login to Salesforce as an administrator.
  2. On the top right, click Setup.
  3. Click Users then Profiles.
  4. Click on the Edit profile of OAuth user.
  5. Ensure the user's profile has Visible permission on the Object Level Permissions.
  6. Navigate to Standard Field-Level Security and ensure access is provided under Field Permissions required.

Note: As part of case creation, contact is created in case a matching entry (based on email) is not found in Contact or Lead object. Hence, it is necessary to set up permissions on these objects. All the steps mentioned below are based on Lightning experience.

Object level permissions

Object Name

Access

Reason

Account

Read

Need to search account associated with contact

Cases

Read, Create, Edit

Needed to create case and add topics

Contacts

Read, Create

Required to create contact

Leads

Read

Required to search Lead based on email

Field permissions required

Object Name

Field Name

Access

Account

Account Name

Read

Account

Account Number

Read

Contact

Account Name

Read

Contact

Name

Read, Edit

Contact

Email

Read, Edit

Contact

Phone

Read

Contact

Mailing Address

Read

Contact

Mobile

Read

Contact

Home Phone

Read

Contact

Description

Read

Contact

Department

Read

Contact

Title

Read

Contact

Contact Owner

Read

Lead

Name

Read

Lead

Email

Read

Lead

Description

Read

Lead

Phone

Read

Lead

Mobile

Read

Lead

Title

Read

Lead

Lead Owner

Read

Case

All fields that have to be used in form builder. It is mandatory to give access to required fields at the minimum so that Form builder is usable.

Read,Edit

Editable access on necessary Case fields

To build forms using Form Builder, it is necessary to give editable permissions on the fields that should be editable by end users. Ensure that at least all the required fields as per Salesforce are editable incase you are not planning to use Form Builder.

Permissions to create/assign topics

Zoom Virtual Agent also supports topics as tags in the support channel which can be used to quickly filter cases. Further information regarding how to use tags can be found in Salesforce Topics.

(Optional) To use tags for the support channel, below are the steps needed to set up Topics.

  1. Login to Salesforce as an administrator.
  2. Navigate to Setup then Feature Settings.
  3. Click Topics then Topics for Objects.
  4. Ensure Enable Topics is enabled for Case Object in Salesforce. In case this is not enabled, support channel tags shouldn’t be used.
  5. Navigate back to OAuth user’s profile and ensure Assign Topics and Create Topics are enabled under General User Permissions.

Record type-related permissions

If record types are used, ensure the OAuth user has permission to insert/update all the Case record types.