Digital Employees: Behavior and Scope
When you activate a Zia Agent for a CRM module, a digital employee is automatically created in your CRM org. This is the agent's identity inside CRM. It acts as a record owner, which means records processed by the agent can be assigned to it, filtered by it, and reported on.
Supported Places
Digital employees function as record owners. They appear across CRM wherever record ownership or owner-based criteria is involved.
Record Ownership
- Record creation and Quick Create: Available in the Record Owner field.
- Change Owner: Available in the Record Owner field.
- Mass Transfer: Available in the Record Owner field and Record Owner criteria.
- Record Import: Available as the default record owner. Imported records can be owned by a digital employee.
- Lead Convert: Can be assigned ownership of records created during lead conversion.
Filters and Criteria
- Custom Views: Supported in Record Owner criteria.
- Reports: Supported in Record Owner criteria and Select Columns.
- Dashboards: Supported in Record Owner criteria and Select Columns.
- Smart Filter: Available as a value in the Record Owner filter.
- Mass tools: Available in the owner criteria for Mass Convert, Mass Transfer, Mass Update, and Mass Delete.
Digital Users Section
Digital employees are listed under a dedicated Digital Users section on the Users page (Setup > Users and Control > Users). You can update limited details of a digital employee from here. Other user-level actions such as deletion or role reassignment are restricted and must be managed from Zia Agents.
Limitations:
- Digital employees do not appear in Users Lookup fields. They are only available in the Record Owner field.
- Digital employees cannot be manually assigned as record owners through automation such as workflows, assignment rules, or approval processes.