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Administrator Guide
Last Updated: 2026-09-18
Set Up Agent System of Record in Customer Central

Set Up Agent System of Record in Customer Central

  • Activate Customer Central with Customer Central accounts. Customer Central requires its own administrator and security administrator accounts. To set up the Agent System of Record (ASOR), you must have a Customer Central security administrator account. See Steps: Set Up Customer Central Accounts.
  • Connect Customer Central to any Implementation, Sandbox, or Preview tenants where the Deployment Agent needs tenant awareness. See Steps: Set Up Customer Central Tenant Access.
  • Your organization must use a supported data center. The agent currently supports US and EU regions, but doesn’t yet support Canada, Australia, UK, Japan, or Federal data centers.
To register and manage the Deployment Agent in Customer Central, you must configure the Agent System of Record (ASOR). This requires creating a dedicated security group for agent administration and configuring the necessary domain security policies to grant view and modify permissions.
  1. Sign in to your Customer Central tenant as a Customer Central security administrator.
  2. Access the
    Maintain Functional Areas
     task.
    1. Select the
      Enabled
      check box for the Agent System of Record functional area.
    2. Click
      OK
      and then
      Done
      .
  3. Access the
    Activate Pending Security Policy Changes
     task.
    1. Enter a comment and click
      OK
      .
    2. Select the
      Confirm
      check box and click
      OK
      .
  4. Access the
    Create Security Group
     task.
    1. From the
      Type of Tenanted Security Group
       prompt, select
      User-Based Security Group
      .
    2. Enter
      Agent Administration
       as the name and click
      OK
      .
    3. Click
      OK
      again and then
      Done
      .
  5. Access the
    View Security Group
     report.
    1. From the
      Security Group
       prompt, select
      Agent Administration
       and click
      OK
      .
    2. Select
      User-Based Security Group
      Assign Users
       from the related actions menu of the Agent Administration security group.
    3. From the
      Systems Users
       prompt, select a member or members.
    4. Click
      OK
      and then
      Done
      .
  6. Create or edit the security policies for these domains to add the Agent Administration security group:
    • Agent Management Hub
      : Enables administrators to find unregistered agents.
    • Setup: Agents
      : Enables administrators to register agents.
    • Manage: Agents
      : Enables administrators to configure agent skills.
    1. Access the security policy configuration for the domain.
      If a policy for the domain doesn’t exist in the tenant:
      • Access the
        Create Security Policy for Domain
         task.
      • From the
        For Domain
         prompt, select the domain.
      • Select the
        Confirm
        check box, and click
        OK
        .
      If a policy exists:
      • Access the domain directly. Example: domain: agent management hub.
      • From the related actions menu of the domain, select
        Domain
        Edit Security Policy Permissions
        .
    2. Add a row to the
      Report/Task Permissions
       grid.
    3. In the
      Security Groups
       column, select
      Agent Administration
      .
    4. Select
      View
      and
      Modify
      permissions.
    5. Click
      OK
      and then
      Done
      .
  7. Access the
    Activate Pending Security Policy Changes
     task.
    1. Select the security policies you created or edited.
    2. Enter a comment and click
      OK
      .
    3. Select the
      Confirm
      check box and click
      OK
       to activate the changes.