EngagementTopic

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

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.

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.

EngagementTopicChangeEvent: Change events are available for the object.

EngagementTopicFeed: Feed tracking is available for the object.

EngagementTopicHistory: History is available for tracked fields of the object.