Permission sets and licenses for Service Console for Manufacturing users
Key Takeaway
Give users the "Service Console for Manufacturing" permission set and admins the "Industry Service Excellence" permission set, then enable the console features in Setup. Record Alerts also need the "Omnistudio Admin" permission set and "Standard Omnistudio Runtime".
Service Console for Manufacturing is a redesigned Contact page in Agentforce Manufacturing. Service agents get one view of a caller and the caller's related assets, cases, and orders. To work in the console, people need the right licenses and permission sets. Some console components also need extra permission sets and Setup features of their own.
Two layers of licensing
Licensing comes in two layers. An implementation uses Manufacturing for Service licenses. On top of those, an Industries Service Excellence add-on license gives access to the components that work with the console.
The Industries Service Excellence license includes these components:
- Timeline
- Identity Verification
- Audit Trail
- Action Launcher
- Actions & Recommendations
- Record Alerts
- The Engagement data model
The console comes with Timeline, Actions & Recommendations, and Record Alerts built in. Even so, all of these components can also work outside the console.