Setting up Customer Success Cloud – PSA Connector

To install the Customer Success Cloud – PSA Connector package, first make sure that the required packages are installed in your org, then contact your Customer Support representative.

Dependencies on Other Certinia Packages

Installations are carried out by the Certinia Onboarding team. To install the Customer Success Cloud – PSA Connector package, first make sure that the required packages are installed in your org, then contact your Customer Support representative.

This release of Customer Success Cloud – PSA Connector requires the following Certinia packages to be installed:

  • PSA Winter 2024 or newer
  • Customer Success Cloud Summer 2024 or newer

Post-Install Steps

If you have permissions to do so, you can follow the steps described in this section to set up and configure Customer Success Cloud – PSA Connector.

Permissions

You must create the following permission set and assign it to the relevant users.

Object and Field-level Permissions for Customer Success Cloud – PSA Connector
Permission Set

Description

Product

Object-Level Permission

 Field-Level Permissions
Customer Success Cloud – PSA Connector - Resource Management Enables customer success managers to create PSA resource requests for playbook tasks. PSA Assignment: assign Read permission None
Group: assign Read permission None
Practice: assign Read permission None
Project: assign Read permission

On the Project object, assign Read permission to the following:

  • Customer Success Cloud Project
  • Group
  • Practice
  • Region
Region: assign Read permission None
Resource Request: assign Create, Read, Update, Delete permissions

On the Resource Request object, assign Read and Edit permissions to the following fields:

  • End Date
  • Group
  • Hours
  • Playbook Task
  • Practice
  • Project
  • Region
  • Role
  • Start Date
Customer Success Cloud None

On the Playbook Task object, assign Read and Edit access to the Resource Request field.
None

On the Playbook Task Assignment object, assign Read permission to the PSA Assignment field.

Apex Class Access

The following Apex Class permissions are required.

Apex Class Access requirements for Customer Success Cloud – PSA Connector
Type Apex Class Name Access Mandatory
Apex Class Access FieldSetController Enabled Yes
PlaybookTaskController Yes
ProjectController Yes
ResourceRequestCreationController Yes

For information about Apex class access, search for "Apex Class Access" in the Salesforce Help.

Customer Success Cloud Project

You must have a Customer Success Cloud project set up in PSA to be able to create PSA resource requests from playbooks. For more information, see Creating a Customer Success Cloud Project.