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Customer Service Workspace - Smart Assist

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Posted on by empath-e CRM

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Hi,

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.

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Inogic 748 on at

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Hi,

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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