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 the Default object record.

   Do not add any additional records to the Console Application Settings object. Use only the Default record.

4. Select the Edit icon.

   Do not change the Default object record Name value.

   

5. Select a different Default Queue if appropriate.

   • The purpose of setting a default queue is to ensure all created cases have a queue for tracking and analysis
   • Service Center deploys with a Default Queue selected, which is the Case Queue object record called Default
   • Business Admins may select a different Default Queue if additional queue(s) are configured

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.

7. 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. Service Center representatives 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.

Service Center representatives 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.

Service Center representatives 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, Service Center representatives 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 copied permission set.

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

Object Label (API)	Object Permission	Object Types	Fields	Field Permission
Cases (case__v)	CRE	n/a	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	Read, Edit, Create
Case Comment (case_comment__v)	CRE	n/a	author_v text__v name__v timeline_event__v user_author__v	Read, Edit, Create
Case Conversation (case_conversation__v)	R	phone__v	call__v called_party_phone_number__v calling_party_phone_number__v case__v object_type__v conversation_direction__v conversation_group__v name__v end_time__v external_conversation_id__v external_conversation_segment_id__v external_queue_id__v external_queue_name__v external_user_id__v platform__v recording_url__v start_time__v talk_time__v transcript__v	Read
	R	email__v	case__v object_type__v conversation_direction__v conversation_group__v name__v email_body__v end_time__v external_conversation_id__v external_conversation_segment_id__v external_queue_id__v external_queue_name__v external_user_id__v initiator_email__v platform__v receiver_email__v start_time__v subject__v talk_time__v	Read
	CRE	collaboration__v	case__v object_type__v name__v end_time__v platform__v start_time__v subject__v transcript__v web_url__v	Read, Edit, Create
Case Queue (case_queue__v)	R	n/a	external_queue_id__v name__v	Read
Case Timeline (case_timeline__v)	R	case_detail__v comment_v conversation__v note__v state_change__v	case_note__v case_number__v object_type__v conversation__v current_value__v field__v from_state__v is_public__v name__v note_integration__v previous_value__v source_account__v source_system__v source_type__v source_user__v time_in_state__v to_state__v	Read
OmniConnect Integration (omniconnect_integration__v)	R	amazon_connect__v	display_name__v ui_height__v ui_width__v platform__v name__v object_type__v omniconnect_url__v sso_redirect_url__v	Read
Console Application Settings (console_application_settings__v)	R	n/a	account_fields__v associate_fields__v default_queue__v microsoft_integration__v name__v user_fields__v	Read
Note Integration (note_integration__v)	R	onenote__v	case__v name__v object_type__v notebook_client_url__v	Read
Note Comment (note_comment__v)	CRE	n/a	user_author__v case__v comment__v name__v	Edit
Case Note (case_note__v)	CRE	n/a	user_author__v case__v note__v name__v version__v	Edit
Microsoft Authorization (microsoft_authorization__v)	CRE	n/a	is_service_center_ms_authorized__v user__v name__v	Read, Edit, Create
Outbound Target Activity (outbound_target_activity__v)	CRED	phone_call__v	All Fields	Edit
Campaign (campaign__v)	CRED	suite_campaign__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 representatives should use Service Center. Add them to the Vault as described in Creating and Managing Users.

Complete the following steps for each Service Center representative:

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 Service Center representatives with the training to handle the call. For example, calls regarding a specific product can be routed to Service Center representatives 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, but 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.