Permission sets for Genesys Cloud for Salesforce

Genesys Cloud for Salesforce implements a structured permission management system comprising two predefined permission sets that establish differentiated access levels based on user roles. The Genesys Cloud for Salesforce CTI Admin permission set grants administrators elevated privileges including Read, Create, Edit, Delete, View All Records, Modify All Records, and View All Fields permissions, enabling them to configure call center settings, manage softphone layouts, and perform integration-related setup tasks. The Genesys Cloud for Salesforce CTI User permission set provides contact center agents and standard users with Read, Create, Edit, and Delete capabilities, granting access to Computer Telephony Integration features such as call handling, call controls, and embedded call functionality within Salesforce. The integration manages access to twelve object settings through these permission sets: Activity Attribute, CTI Contact Searches, Genesys Cloud Analytics, Client Event Types, Entities, ID Mappings, Interaction Transcripts, Logs, Presence Definitions, Routing Requests, Sites, Interaction Attributes, and Omni-Channel Status Mappings. Each object includes a corresponding Salesforce API name for configuration purposes. App-level permissions are controlled through Apex Class and Visualforce Page access mechanisms. Administrators can access fourteen Apex classes including CampaignsMonitorController, CTIContactSearchService, CTIExtensionService, CustomCallCenterSettings, GenesysCloudCustomComponentsController, PCContactListColumnController, PCIntegrationSettingsController, PCInteractionUtilityController, PCPhoneTypeMappingController, PureCloudCampaignSettingController, PureCloudChatTranscriptService, RecordService, RoutingRequestsController, and TranscriptService. Standard users have access to eight of these classes, with restrictions on campaign monitoring, contact list column management, integration settings, phone type mapping, and campaign setting controllers. Visualforce page access for administrators encompasses custom call center settings, campaign settings, email routing settings, and script console components, while standard user access is limited to the script console component only. This tiered permission structure ensures users receive appropriate access levels aligned with their operational responsibilities without granting unnecessary administrative privileges.