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            Turn on Voice Conversations for Banking Service Customer Assistance

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            3. Financial Services Cloud Admin Guide

            Turn on Voice Conversations for Banking Service Customer Assistance

            Enable phone support for your banking customers. Configure Service Cloud Voice with Amazon Connect and deploy a voice-enabled Banking Service Customer Assistance agent to handle inbound calls.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions with Agentforce for Financial Services or Agentforce 1 Editions, and Service Cloud Voice add-ons.
            User Permissions Needed
            To build and manage Service Agents: Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
            To use Agentforce: Agentforce Service Agent User

            Prerequisite:

            1. Set Up Service Cloud Voice with Amazon Connect.
            2. Assign permission sets to control access to your voice contact center.
            3. To claim phone numbers and set up outbound queues, configure the Amazon Connect instance.
            4. Create a Routing Configuration for the outbound queues.
            5. Create a voice-enabled Agent by using the Banking Service Customer Assistance agent template.
            6. If you’ve enabled Financial Account Management Standard Objects in your org, configure the Set Values Action element properties in the CoreConfig node of the TopicConfig Integration Procedure for proper retrieval of subagent related details.
              1. Go to Integration Procedures, search for TopicConfig, open it, and create a new version.
              2. Navigate to the CoreConfig node and create a new Set Values Action element.
              3. Enter an element name. For example, AllTopicsForVoicePackage.
              4. Click Add Element Value and for element name, enter TopicConfig.
              5. In the Element Value Map, go to the Value field and add the JSON values. 
                {
  "FinancialAccountTransactionsConfig": {
    "transactionType": []
  },
  "FinancialAccountConfig": {
    "Status": [
      "Active",
      "Closed",
      "Delinquent",
      "On Hold"
    ],
    "Types": [
      "Savings",
      "Checking",
      "Credit Card",
      "Mortgage",
      "Automotive Loan",
      "Automotive Lease",
      "Loan",
      "Investment Account",
      "Home Equity Line of Credit"
    ],
    "Roles": [
      "Owner"
    ],
    "isHeldAway": [
      "false"
    ]
  },
  "CardsConfig": {
    "CardTypes": [
      "Credit Card",
      "Debit Card"
    ],
    "Roles": [
      "Owner"
    ],
    "CardStatus": [
      "Active"
    ]
  }
}
              6. Confirm that the Execution Conditional Formula is ISBLANK(TopicName).
              7. Go to the Properties panel and scroll down to the Response Transformations section.
              8. Find Response JSON Node field and type the word Topic into the field.
              9. Save your changes and then click Preview.
              10. Click Configure Agentforce.
              11. Click Next.
              12. Save your changes.
            7. If you haven’t enabled Financial Account Management Standard Objects in your org yet, then configure the Set Values Action element properties in the PackageConfig node of the TopicConfig Integration Procedure for proper retrieval of subagent related details.
              1. Go to Integration Procedures, search for TopicConfig, open it, and create a new version.
              2. Navigate to the PackageConfig node and create a new Set Values Action element.
              3. Enter an element name. For example, AllTopicsForVoicePackage.
              4. Click Add Element Value and for element name, enter TopicConfig.
              5. In the Element Value Map, go to the Value field and add the JSON values. 
                {
  "FinancialAccountTransactionsConfig": {
    "transactionType": []
  },
  "FinancialAccountConfig": {
    "Status": [
      "Open",
      "Closed",
      "On Hold",
      "Pending",
      "Charge-off",
      "Declined",
      "Lost",
      "Paid out",
      "Withdrawn",
      "Active",
      "Expired",
      "Cancelled"
    ],
    "Types": [
      "Auto Loan",
      "Bank Account",
      "Checking Account",
      "Credit Card",
      "General Account",
      "HELOC",
      "Insurance Policy",
      "Investment Account",
      "Loan Account",
      "Mortgage",
      "Savings Account",
      "Treasury Service"
    ],
    "Roles": [
      "Primary Owner"
    ],
    "isHeldAway": [
      "false"
    ]
  },
  "CardsConfig": {
    "IsCardActive": [
      true
    ],
    "CardTypes": [
      "Credit Card",
      "Debit Card"
    ],
    "Roles": [
      "Primary Owner"
    ]
  }
}
              6. Confirm that the Execution Conditional Formula is ISBLANK(TopicName).
              7. Go to the Properties panel and scroll down to the Response Transformations section.
              8. Find Response JSON Node field and type the word Topic into the field.
              9. Save your changes and then click Preview.
              10. Click Configure Agentforce.
              11. Click Next.
              12. Save your changes.
            8. Connect the voice-enabled agent to your telephony solution. See Connect a Service Agent to Telephony in the Legacy Builder.
            9. If you want your agent to escalate the topics that it can’t resolve, see Transfer Conversations from an Agent with an Omni-Channel Flow.
             
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