Preflight Check and Permissions Sets

1. Summary

This video explains the PhoneBurner Salesforce pre-flight check, a tool included in the PhoneBurner Lightning app that helps users and admins verify whether their Salesforce environment is properly configured for dialing. Because Salesforce permissions, security settings, and feature configurations can easily block calling workflows, the pre-flight check provides a structured way to diagnose setup issues before users try to launch dial sessions.

The video walks through the pre-flight process, including selecting a record, running a simulated call log test, reviewing automated environment checks, completing manual checks, and validating custom object configurations. It also highlights two included permission sets - PhoneBurner Admin and PhoneBurner User - which can help resolve many common setup issues. Overall, this feature is designed to reduce troubleshooting time and make it easier for Salesforce teams to get PhoneBurner configured correctly and start dialing efficiently.

2. Tags

Salesforce integration, pre-flight check, Lightning app, permission sets, dial session troubleshooting, Salesforce configuration, call logging, Apex classes, CTI, task permissions, field-level security, custom objects, Salesforce admin, PhoneBurner package, sales productivity

3. Cleaned Transcript

Hello there. This is Jeff Osness, the Principal Evangelist over at PhoneBurner. You see, here at PhoneBurner, we are constantly looking at ways to help you and your organization get more done in less time using the power of PhoneBurner.

One of the things we’ve done is integrate with Salesforce to help Salesforce sales organizations - and really anybody using Salesforce who needs to make outbound calls - make those calls three to four times faster than they would using any other method, whether that be their cell phone, office phone, or click-to-call. We help you make those calls fast, targeted, and focused.

We’ve had an integration with Salesforce for a long time. However, one of the things that we constantly run into is people struggling with all of the security settings, configuration options, and all of the other things that come along with Salesforce. It’s an amazing platform that allows you to do so much. But when you can do so much, you can also create one little thing that makes it hard to do another thing without even realizing you did the thing that has now become a blocker.

In most cases, we typically tell people, “Hey, when you’re installing the PhoneBurner package into Salesforce, just install for all users.” That will set most of the permissions correctly, and then you’re going to have limited issues when you’re setting things up. But then, of course, depending on how your account is set up, you still have to go through and make sure that things are working right.

So, what we’ve created as part of our package is a PhoneBurner Lightning app. There are other apps in there as well, but as you know, in Salesforce you can create apps - a collection of tabs and different things like that. This app, which comes as part of our package, allows you to access one of the tabs called our PhoneBurner pre-flight check.

This PhoneBurner pre-flight check is designed to help you and team members in your org ensure that they are configured correctly to use PhoneBurner. Some of this stuff you’re going to have to fix as an admin, right? Because individual users can’t adjust most settings. But this pre-flight check is an account-specific check. So when you run this as an admin, you’re checking all of these settings against your admin account. When you run this as an individual user, you’re running it as that user and checking everything against that user’s account.

If you’re running into issues launching a dial session - a PhoneBurner dial session - from within Salesforce, I highly recommend that you come and check the PhoneBurner pre-flight check.

This is broken down into different steps. Step one is how to use this page. I’ve got instructions there. I’m not going to walk you through those instructions. You can read them, but there are instructions on how to use the page.

Step two is to choose a specific record to run a pre-flight check on. So, are you going to be calling contacts? Are you going to be calling leads? What are you calling? In this particular case, maybe I want to check leads. So I select the Lead object from the drop-down menu, and I can bring a Lead ID over here and just paste it in this box if I wanted to. Or, my favorite, the lazy way, right? You select Pick from Recent and grab one of your leads from your org, and we can run this pre-flight check on it.

Once you’ve selected that lead, click Run Pre-Flight. What’s going to happen is our system is going to try to log a call the same way we would log a call - or in a similar way to the way we would log a call - if it were done through a dial session. That way, we can verify that you’ve got everything configured properly.

Of course, if it’s successful, you’re going to see that the simulation succeeded. Everything logged, and we deleted that record, right? We don’t want to have a bunch of call activities logged to records that weren’t real calls. So, we cleaned that up.

Then you’ll go down to step three, which is the automated environment checks. There are certain things that we can check in your environment for this specific user to verify that you can do the things you need to do in order to dial through PhoneBurner.

You’ll see things like whether they can create and edit tasks, because we’re going to be logging calls. They have to be able to read contacts, leads, accounts, opportunities, and cases. Now, if you’re not dialing on all of these, then obviously some of those things may not matter to you. If you’re only calling contacts, that’s the only one that truly matters to you, but we’re checking all of them.

Then we’re checking the field-level security on certain fields within the Task object to ensure that this specific user has the ability to update or edit those fields so that we can log the calls.

Then we’re going to check some org-specific features like, do you use person accounts? Do you have the Notes feature turned on? Now, if you didn’t have the Notes feature turned on, you wouldn’t have been able to install the app package. However, I have seen people turn on Notes, install the PhoneBurner package, and then disable it, and then all of a sudden they can’t dial. So we still do a check for that here.

We also check to verify that this specific user has access to the Apex classes that need to run in order for us to do the things that need to be done. Then, of course, there’s some CTI stuff. I’m not going to go into all the details on all of this, but these are the automated checks. We’ll check this user to see if they can do these things. If for whatever reason they can’t, then we’ll give you instructions on how to solve that. So you’re not left in the dark going, “Okay, what do I do?” We’re going to try to help you solve that.

Again, you may have to reach out to Salesforce support or our support to understand what needs to be done. Feel free to reach out if needed, but we’re trying to put as much information in front of you as possible so that you can solve these problems right in your own account.

Step four is manual checks. Unfortunately, there are some things that we cannot automatically check. It’s just not possible for me to verify that this user can access these specific things through an automated path. So, these items are listed out there - each component, what it is, how to test it, and what to do to solve any issues that you’re running into. We’ve got all of those things listed out for you.

Then the final step is the custom configuration checklist. If you’re planning on dialing from a custom object, then you may need to go through the custom configuration to create an integration with PhoneBurner and that custom object, because we don’t know anything about that custom object, right? You have to tell us. We’ll help you create that, or add the option to begin a dial session from a custom object.

PhoneBurner is super easy to use in so many different ways, so make sure that you take advantage of that if you’re using custom objects. We give you the different things that you may want to consider, or may need to consider, when you’re dialing from a custom object.

But anyway, that is the pre-flight check, designed to help you get your organization configured properly to dial from PhoneBurner.

Now, one more thing before we wrap up. We have included two permission sets with the package. One is an admin permission set, and one is a user permission set, depending on which one you want to use. These are designed to give permission to all of the things that user needs to have permission to access.

In order to apply those, you just go to Setup - or I’ll show you where they are - and then you’re going to apply them to different profiles and users. I’m not really going to go too deep into that.

If we go to Permission Sets, we should be able to see the PhoneBurner permission sets in there now. There they are: PhoneBurner Admin and PhoneBurner User. Those are the ones that you’re looking for. The admin one has just a little bit more permission than the user, specifically designed to apply to an admin versus a user. But you decide how you want to use those.

Those should allow you to solve most of the problems. I would hope all of the problems, but there are so many nuances to Salesforce that I’m not going to say all of the problems. But it should get you most of the way there, or in most cases all of the way there.

Thank you for taking the time to watch this video. This is just one more way that you can see that PhoneBurner is constantly looking for ways to help you and your team be as productive as possible and get more done in less time using the power of PhoneBurner.

Thanks again, and happy dialing.