Permission: Only users with Manage Configuration permission for Zia Agents can manage agents in CRM.

Managing an Agent

1. Navigate to Setup → Zia → Agents
   
2. Filter the Configured agents and look for the agent you want to manage.
   
3. Click Manage.
   

• Deployed versions: when a newer version or any other version of an agent is deployed in Zia Agents, CRM shows the Version available tag on the agent. By clicking View Updates, users can review the changes under What's Changed. To allow the last deployed version click Allow New Version.
  
  
• Modify configuration: You can make the necessary changes to the agent associations across CRM.
• Settings: You can choose which profiles can access the agent. Profile access applies to custom buttons, the Agent Switcher, related lists, the Home page, and Kiosk. It doesn't apply to workflows.
  

Note: CRM runs the most recently deployed version. To use an earlier version, redeploy it in Zia Agents. Version management happens only in Zia Agents. CRM can only move to the most recently deployed version.

Deactivating an Agent

If an agent is no longer needed, you can deactivate it in the Managing Agents page.

1. Delete the custom buttons and agent associations made.
   
   
2. Click Remove Configuration.
   
3. Agree to the warning on the pop-up and click Remove Configuration.
   
   
4. Upon deactivation, the agent is moved to the Not Configured list.
   

Disabling the Agent portal

When you disable the Agent portal, you will have to remove all agent configurations, and any in-progress or scheduled actions stop immediately. This may lead to data loss and cannot be undone. Records already updated by these agents will remain intact. 

1. Navigate to Setup > Zia > Agents.
2. Before disabling the portal, deactivate the configured agents.
3. Click Agent Portal Information.
4. In the pop-up that appears, click Disable.
   
   
5. In the Are you sure you want to disable portal? pop-up, click Yes, Disable.