Salesforce Voice (formerly Service Cloud Voice) leverages the power of Amazon Connect
telephony to give care coordinators a seamless service experience interacting with patients.
Turn on Salesforce Voice and configure a contact center to enable care coordinators to receive
voice calls from patients.
Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions with Health
Cloud, Home Health, Salesforce Voice, and Agentforce for Health Cloud add-on
licenses. Requires each user to have the Agentforce for Health Cloud add-on to
access the agent action.
User Permissions
Needed
To set up Salesforce Voice:
Customize Application
To view the Amazon Contact Centers page:
Customize Application
AND
Manage Call Centers
To create and manage a contact center:
Salesforce Voice Contact Center Admin
Before you get started with the Salesforce Voice setup, complete the prerequisites such
as selecting your telephony model and enabling Omni-Channel. See Salesforce Voice Setup Prerequisites.
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