This topic describes the security profiles permissions that are required to access and use Amazon Connect Cases. For a list of Cases permissions and their API name, see List of security profile permissions in Amazon Connect.
Required Cases permissions
The following image shows the security permissions used to manage access to Amazon Connect Cases functionality:
Required Customer Profiles permissions
To use Amazon Connect Cases, your users also need permissions to Customer Profiles permissions, as shown in the following image.
Required queue, quick connect,
and user view permissions
To be able to assign case ownership to users or queues, agents need permissions to view queues, quick connects, and users. To be able to view the author name on comments, agents need permission to view users. These permissions are shown in the following two images.
Description of Cases
permissions
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Audit History: Manage who can access the audit history of cases in the agent application.
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View Audit History: Allows the user to view the audit history of cases in the agent application.
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Cases: Manage who can access cases by using the agent application.
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View case: Allows the user to view and search cases in the agent application. This includes viewing case data (for example, status, title, summary), contact history (for example, calls, chats, tasks with information such as start time, end time, duration, etc.), and comments.
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Edit case: Allows the user to edit cases, which includes editing case data (for example, update case status), add comments, and associate contacts to cases.
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Create case: Allows the user to create new cases, and associate contacts to cases.
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Case Fields: Manage who can configure case fields by using the Amazon Connect admin website.
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View Case Fields: Allows users to view the case fields page and all of the existing case fields (could be system or custom).
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Edit Case Fields: Allows users to edit any of the case fields (for example, change title, description, single-select options).
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Create Case Fields: Allows users to create new case fields.
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Case Templates: Manage who can configure case templates by using the Amazon Connect admin website.
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View Case Fields: Allows users to view the case fields page and all of the existing case fields (could be system or custom).
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Edit Case Fields: Allows users to edit any of the case fields (for example, change title, description, single-select options).
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Create Case Fields: Allows users to create new case fields.
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When users have permissions to View Case Fields and View Case Templates, they will see the Case fields and Case templates options in their left navigation menu, as shown in the following image:
