A standalone duty role for accessing Interactions

The standalone duty role Service Interaction Usage (ORA_SVC_INTERACTION_USAGE) includes all the necessary privileges for accessing CRM Interactions. You can assign this duty role to any custom role you create to fulfill your specific business requirements.

Creating this duty role streamlines the custom role creation process, enabling your administrator to assign a single duty role needed for Interaction access.

Steps to enable and configure

When creating a custom Job role, add this duty role "Service Interaction Usage" in the "Role Hierarchy" step of the custom role creation process

Note: Review this topic on how to create a job role or abstract role -> https://docs.oracle.com/en/cloud/saas/sales/oscus/copy-job-or-abstract-roles.html

Tips and considerations

The duty role "Service Interaction Usage" encompasses the following Functional Security Policies and Data Security Policies:
Functional Security Policies

• Privilege Name - Access Partner Media Toolbar
• Privilege Name - View Interactions

Data Security Policies

• Policy Name - Grant on Service Assignment Queue
• Policy Name - Grant on Service Interaction Header

Access requirements

You must have the IT Security Manager job role to create a custom role.