EngagementTopic

Represents information about the topics discussed by a customer and other attendees during an engagement. For example, when a customer initiates an engagement interaction by calling a service representative to inquire about an insurance claim, the topic of the engagement is Claim. This object is available in API version 55.0 and later.

Supported Calls

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), undelete(), update(), upsert()

Special Access Rules

Fields

Field	Details
EngagementId	Type reference Properties Create, Filter, Group, Sort, Update Description The engagement interaction, messaging session, or voice call record that’s related to the topic discussed during the engagement. This field is a relationship field. Relationship Name Engagement Relationship Type Lookup Refers To EngagementInteraction, MessagingSession, VoiceCall
InteractionSummary	Type string Properties Create, Filter, Nillable, Sort, Update Description The summary of the engagement interaction. This field is available in API version 56.0 and later.
Name	Type string Properties Create, Filter, Group, idLookup, Sort, Update Description Required. The name of the engagement topic record.
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description The Salesforce ID of the person who owns this engagement topic record. This field is a relationship field. Relationship Name Owner Relationship Type Lookup Refers To User
ParentTopicId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The parent engagement topic record that’s associated with this engagement topic. This field is a relationship field. Relationship Name ParentTopic Relationship Type Lookup Refers To EngagementTopic
ProcessFailureReason	Type picklist Properties Create, Filter, Group, Nillable, Sort, Update Description Specifies the reason the process failed during the engagement interaction. The source is selected from a picklist of available values, which are set by your Salesforce administrator.
ProcessName	Type string Properties Create, Filter, Group, Nillable, Sort, Update Description The name of the process executed during the engagement interaction.
ProcessStatus	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description Specifies the current status of the process that’s executed during the engagement interaction. Possible values are: `Cancelled` `Completed` `Failed` `Initiated` Your Salesforce administrator can define new or update the existing field values.
ProcessType	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description The type of the process executed during the engagement interaction. Possible values are: `Flow` `OmniScript` `QuickAction`
RelatedPersonId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The person for whom the engagement interaction has been initiated. This field is a polymorphic relationship field. A polymorphic field is one where the related object might be one of several different types of objects. For example, the Who relationship field of a Task can be a Contact or a Lead. Relationship Name RelatedPerson Relationship Type Lookup Refers To Account, Contact, Lead
TopicId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description The engagement topic record that’s associated with the parent engagement topic. This field is a polymorphic relationship field. A polymorphic field is one where the related object might be one of several different types of objects. For example, the Who relationship field of a Task can be a Contact or a Lead. Relationship Name Topic Relationship Type Lookup Refers To Asset, Case, Claim, LoyaltyMemberTier, LoyaltyProgramMember, Opportunity, Order, ServiceAppointment, Voucher, TransactionJournal, and custom object

Usage

This object is used in the Verify Customer Identity and the Verify Customer Identity Base Flow flow templates.

Associated Objects

This object has the following associated objects. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later.

EngagementAttendeeChangeEvent
EngagementAttendeeFeed
EngagementAttendeeHistory

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