Does anyone know which options are required within a Security Role to enable the Smart Assist pane for users? The Admin user can see it fine and Im sure when I had this issue in the past it was down to the user Security. I have already enabled the Smart Assist option under Custom Entities and we also have th KnowledgeBase options set within the Security Role too.
To enable the Smart Assist pane for users in the CRM, kindly check whether the “Omnichannel agent “ security role is assigned to the user or not.
If the “Omnichannel agent “ security role is not assigned, kindly assign the security role to the respective user.
You can also refer to the below screenshot for your reference:
Below is the example, here I have assigned the “Onmichannel agent” security role to the user “Bella” in the CRM.
Now, I am logging into the Bella’s CRM and open any case record.
Hope this answers your query!
Thanks!
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