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:

How to configure Salesforce instance with necessary permissions

Prerequisites for configuring Salesforce instance

Basic, Pro, Business, Education, or Enterprise account
Any account owner or admin role with Virtual Agent permission
Zoom Virtual Agent license
Salesforce integration enabled
Salesforce support channel added

How to configure Salesforce instance with necessary permissions

Field level permissions to access Account, Contact and Lead objects

Login to Salesforce as an administrator.
On the top right, click Setup.
Click Users then Profiles.
Click on the Edit profile of OAuth user.
Ensure the user's profile has Visible permission on the Object Level Permissions.
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.

Login to Salesforce as an administrator.
Navigate to Setup then Feature Settings.
Click Topics then Topics for Objects.
Ensure Enable Topics is enabled for Case Object in Salesforce. In case this is not enabled, support channel tags shouldn’t be used.
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.