Ensure the Service Center tab is visible in the appropriate Vault. If it is not, contact Veeva Support.

Configuring the Console Application Settings Object

1. Navigate to Business Admin > Objects.
2. Select the Console Application Settings object.
3. Select Create.
4. Select Service Center as the settings type.
5. Enter 'Default' as the name. The default queue can be named anything; however, there can be only one Default Queue.
6. Indicate which account, user, and associate contact information to display in the left panel of each case. The data in each setting is stored as a semicolon-delimited list and is scoped to the object to which it refers.

Account Fields (account__v) - Contact information for the HCP. The fields listed here display in addition to Name, Specialty, and Primary Parent, which always display and cannot be modified.

Associate Fields* (person__sys) - Display in the Case Contact (Associate) pane. This is the contact information for an associate calling on behalf of the HCP (for example, a nurse or receptionist).

User Fields (user__sys) - Display in the Case Contact (User) pane. This is the contact information for a member of your organization reporting an issue on behalf of the HCP.

*Permissions to edit and create the person__sys record are managed through standard Vault permissions and are not included in the Service Center Permission Set.

You can include up to five fields for each category (Account, Associate, and User). You can include fewer than five fields, but if you include more than five fields, only the first five in the list display.

The fields display in the order in which they are listed in the Console Application Settings object.

Check the spelling and accuracy of any edited values. If a value does not display in the Case UI, it is either spelled incorrectly or is not a valid field in the specified object.




Do not add a Console Application Profile to the default queue.

7. Select Save.

Configuring the Inbound Tab

1. Navigate to Admin > Configuration> Application Configurations > Application Profiles.
   • Select Create
   • Enter Service Center Inbound in the Label field
   • Enter service_center_inbound in the Name field
   • Select Save
2. Ensure the Service Center Inbound application profile is assigned to users:
   • Select the Users tab
   • Select Add
   • Select the appropriate user(s)
   • Select Save
3. Navigate to Business Admin > Objects.
   • Select the console_application_settings__v object
   • Select Create
4. Create a new Service Center Console Application Settings Type:
   • Enter Service Center Inbound in the Name field
   • Select Service Center Inbound for the Console Application Profile
   • Select Inbound for the Console Tab Access
   • Select Save

Setting the Time for Moving a Case from Solved to Closed

Service Center uses states to indicate where the case is in the resolution process. Cases are designated as New after they are created. SCRs can move cases to Open, Pending, On Hold, Escalated, or Solved.

A Solved case automatically moves to Closed after the number of hours designated by the Business Admin.

To set the number of hours:

1. Navigate to Business Admin > Objects.

2. Select the Console Application Settings object.

3. Select the Edit icon.

4. Set the Auto-Close Time.

5. Select Save.

Then enable the batch process for moving the Solved cases to Closed:

1. Navigate to Admin > Operations.

   

2. Select Case Solved to Closed Job.

3. Select Edit.

   
   

4. Set the Status to Active.

5. Select Save.

Editing Picklists

The picklist options cannot be edited for the Security and Type picklists. The Security and Type labels can be edited.

The picklist options for the case states (New, Open, Pending, On Hold, Escalated, or Solved) cannot be edited.

SCRs must have the following:

• Service Center license
• Service Center permission set

The Service Center User permission set can be applied to an existing security profile instead of the Service Center security profile if appropriate.

Refer to the Adding Users section below for details on assigning the Security Profile and license to each user.

SCRs must also have Read access to the fields associated with the accounts they need to view within Service Center. These permissions are not included in the Service Center permission set because they depend on how Service Center is configured for each customer. For example, if Service Center is configured to display personemail__v for each case, SCRs must have Read access to personemail__v.

The most common reason for cases not displaying correctly for a user is the user not having Read permission for the fields included on the case tab.

The Account Search tab displays an error if the user does not have permission on the following account__v fields:

• name__v
• ispersonaccount__v
• last_name_cda__v

Permission Set

Service Center includes a permission set containing all of the permissions required for Customer Service reps to use Service Center.

If you want to change the permissions, copy the Service Center User permission set and make your changes in the new copy.

The following permissions are included in the Service Center User permission set:

Object Label (API)	Object Permission	Object Types	Fields	Field Permission
Campaign (campaign__v)	CRED	suite_campaign__v	All Fields	Edit
Campaign Query Builder (campaign_query_builder__v)	R	campaign_query_builder__v	All Fields	Read
Campaign Target (campaign_target__v)	CRED	account_campaign_target__v	name__v object_type__v status__v	Read
Cases (case__v)	CRE	base__v	account__v person_contact__v name__v case_owner__v case_closed_date__v contact_type__v unresolved_email__v is_escalated__v unresolved_name__v unresolved_phone__v case_queue__v case_severity__v case_subject__v case_type__v user_contact__v	Edit
Case Comment (case_comment__v)	CRE	case_comment__v	author_v text__v name__v timeline_event__v user_author__v	Edit
Case Conversation (case_conversation__v)	CRE	All Object Types	All Fields	Edit
Case Note (case_note__v)	CRE	case_note__v	user_author__v case__v note__v name__v version__v	Edit
Case Queue (case_queue__v)	R	case_queue__v	All Fields	Read
Case Timeline (case_timeline__v)	R	All Object Types	All Fields	Read
Case User Task (case_user_task__v)	CRE	case_user_task__v	All Fields	Read
Console Application Settings (console_application_settings__v)	R	n/a	account_fields__v associate_fields__v console_application_profile_v console_tab_access__v default_queue__v microsoft_integration__v name__v preferred_phone_ssearch__v user_fields__v	Read
Dashboard (dashboard__v)	CRED	dashboard__v	All Fields	Edit
Microsoft Authorization (microsoft_authorization__v)	CRED	microsoft_authorization__v	All Fields	Edit
Note Comment (note_comment__v)	CRE	n/a	user_author__v case__v comment__v name__v	Edit
Note Integration (note_integration__v)	CRE	onenote__v	All Fields	Edit
Omnichannel Integration (Omnichannel_integration__v)	R	amazon_connect__v	display_name__v ui_height__v ui_width__v platform__v name__v object_type__v Omnichannel_url__v sso_redirect_url__v	Read
Outbound Target Activity (outbound_target_activity__v)	CRED	phone_call__v	All Fields	Edit
Target (tlist__v)	CRED	account__v	All Fields	Edit

If you do not apply the Service Center User Permission Set, grant users Read permission to the following fields for each object defined in this document:

• created_by__v
• created_date__v
• global_id__sys
• id
• modified_by__v
• link__sys
• name__v
• status__v

Service Center user access to Accounts and Account Types is managed in Vault CRM (through Territories and Permissions).

Security Profile

For ease of configuration, a Service Center User security profile is included with Service Center. The Service Center User security profile contains the Service Center User permission set.

The Service Center User permission set can be applied to an existing security profile instead of to the Service Center security profile if appropriate.

Adding Users

Decide which SCRs should use Service Center. Add them to the Vault as described in Creating and Managing Users.

Complete the following steps for each SCR:

1. Navigate to Admin > Users & Groups > Vault Users.
2. Select a user.
3. Select the Edit icon.

4. Select Sales in the User Type field.

5. Select Service Center User in the Security Profile field.

6. Select the user’s license type in the Vault CRM: Service Center field.

7. Select Save.

A queue is a construct designated within Amazon Connect for routing calls to SCRs with the training to handle the call. For example, calls regarding a specific product can be routed to SCRs with expertise in that product.

Because Service Center assigns the associated queue to the case created from a call, each Amazon Connect queue must be connected to a corresponding Case Queue in Service Center.

One default queue is associated with the Console Application Settings object. If multiple queues are configured within Amazon Connect, admins must create a corresponding record for each of those queues in Service Center.

The Console Application Settings object record should always have a value for the default queue. If you delete the Default queue record, you should update the Console Application Settings object Default record to reference a different queue record.

Complete the following steps for each additional queue:

1. Navigate to Business Admin > Objects.

2. Select the Case Queues object.

3. Select + Create.

   

4. Enter a name in the Queue field.

5. Change the Status to Inactive if the queue should not currently be available for use (optional). The Status is set to Active by default.

6. Enter the External Queue ID. For Amazon connect, the External Queue ID is the Amazon Resource Number found in the Queue configuration on the Amazon Connect platform. Refer to Amazon Connect documentation for additional details.

   The External Queue ID must exactly match the corresponding Amazon Resource Number.

7. Select Save.