I’m setting up Service Cloud Voice with Amazon Connect (Salesforce-provisioned) and I’m stuck with an agent access issue. I’ve created an agent user in Salesforce and verified that the Profile is Service Cloud, the AC Demo Service Console app is assigned and visible on the profile, and the user has the required permission sets (Contact Center Agent and Service Cloud Voice Permission Set) along with the Service Cloud Voice User permission set license. The user is also successfully added to the Contact Center as an agent. However, when I log in as this agent, I still cannot see or access the AC Demo Service Console
from the App Launcher, while the admin user can access it without issues. I’ve already checked app assignment, profile visibility, and permissions, but the agent still gets insufficient access / cannot see the console. Is there anything specific to Service Cloud Voice or console apps (like navigation items, default app settings, or agent-specific requirements) that I might be missing?
