AB-250 — frequently asked questions

The Customizer role allows users to create and modify security roles and assign them to others, but lacks system-wide administrative capabilities like managing licenses or global configurations.

You restrict access by editing the security role assigned to the CSR and removing unnecessary entity privileges, ensuring they only have read/write access to required records.

Access Teams are for collaborative access to specific records, not for defining global role-based permissions for user personas.

No, Queues are for routing work items to groups of users, not for controlling what data or actions a user is permitted to perform.

Data Masking hides sensitive information from the user interface during live interactions. Sensitive Data Redaction specifically removes or masks sensitive data from conversation transcripts, logs, and AI-generated summaries after the interaction occurs.

Yes, when enabled and configured with appropriate masking rules, Sensitive Data Redaction automatically detects and redacts sensitive information, including payment card details, from AI-generated summaries and transcripts.

Managed solutions protect the target environment from accidental modifications. They allow updates but prevent direct editing of the packaged components, ensuring stability in production.

No. ALM requires bundling configurations into a Solution. Individual settings cannot be moved reliably between environments without the solution framework.

No, adding a question to a pre-chat survey automatically creates a corresponding context variable. You only need to reference this variable for routing or display.

Map the context variable generated by the pre-chat question to a queue attribute or use it in your unified routing rules to direct the chat appropriately.