Public Sector Solutions Developer Guide

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Public Sector Solutions Data Models
Public Sector Solutions Standard Objects
PublicSectrSltn Namespace
Public Sector Solutions APIs
Public Sector Solutions Standard Invocable Actions
Public Sector Solutions Tooling API Objects
Public Sector Solutions Metadata API Types
Public Sector Solutions Associated Objects
StandardValueSet Names and Standard Picklist Fields
Accounting Subledger
Action Launcher
Business Rules Engine
Criteria-Based Search and Filter
Decision Explainer
Discovery Framework
Engagement
Engagement Data Model
EngagementAttendee
EngagementInteraction
EngagementTopic
Engagement Connect APIs
Apex Reference
Integrate the Engagement Objects Into Your CTI System
Group Membership and Households
Identity Verification
Intelligent Document Reader
Interest Tagging
Omnistudio Business APIs
Outcome Management Developer Guide
Record Alerts
Record Rollup Definitions
Service Process Studio
Timeline
PDF

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.
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.
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