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

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.

LastReferencedDate

Type: dateTime
Properties: Filter, Nillable, Sort
Description: The timestamp when the current user last accessed this record, a record related to this record, or a list view.

LastViewedDate

Type: dateTime
Properties: Filter, Nillable, Sort
Description: The timestamp when the current user last viewed this record or list view. If this value is null, the user might have only accessed this record or list view (LastReferencedDate) but not viewed it.

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.
Your Salesforce administrator can define new or update the existing field values.
Possible values:
- Cancelled
- Completed
- Failed
- Initiated

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:
- Flow
- OmniScript
- QuickAction

RecordTypeId

Type: reference
Properties: Create, Filter, Group, Nillable, Sort, Update
Description: The identifier of the record type object. Available in API version 65.0 and later.
Relationship Name: RecordType
Refers To: RecordType

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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