Talk with Customers with the Power of Customer 360 at Your Fingertips

Your customers want to be heard and to get help as quickly as possible. Your support agents want to resolve customer calls easily and with the full power of Service Cloud at their fingertips. Voice lets agents talk with your customers while accessing the wealth of information in Salesforce.

Where: This change applies to Lightning Experience in the Enterprise, Performance, and Unlimited editions. Service Cloud Voice is available for an additional cost as an add-on license.

When: You can turn on Service Cloud Voice in new and existing orgs after July 21, 2020.

Who: Users with the Contact Center Agent permission set can answer and make calls in the Service Cloud Voice contact center.

Why: When a customer calls, agents can accept the call in the Omni-Channel widget, just like they do for cases and messaging channels. Intuitive call controls let agents transfer, mute, hold, and end calls—all without leaving the Service Console.

When an agent accepts a call, Salesforce matches the phone number to a contact record, so the agent has the customer’s information at their fingertips. If no match is found, agents are prompted to create a contact, so the customer’s information is captured in Salesforce for future reference.

The call controls component gives agents an intuitive way to transfer, mute, hold, and end calls in the console. The component appears when an agent is on a call, and is hidden when the call ends, so it’s not in the way.

How: Open the Omni-Channel widget in the Service Cloud console, and set your availability so you can accept and make calls.