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Help Customers on the Phone
Talk to your customers using Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Answer incoming calls and make outbound calls. Collaborate with your colleagues in the call record’s Chatter feed by posting call updates, asking questions, and discussing next steps. Read the call transcripts to confirm details. After a call ends, complete closing tasks and listen to call recordings for training purposes. And to gain a complete view of your customers’ interactions with your company, link the call record with other Salesforce records like cases, contacts, and leads.
Required Editions
- Check Connection Status and Address Provider Status Issues
Run quick tests to see whether your workspace is set up and ready for Service Cloud Voice. During work, your status in your telephony provider shows up in the Connection Status utility alongside your Omni-Channel status in the Omni-Channel utility. To address rare inconsistencies between Omni-Channel and your telephony provider, manually sync your Omni-Channel status to your telephony provider. - Answer and Make Calls
Answer incoming calls in the Omni-Channel utility. Call customers by dialing their phone number in the Omni-Channel utility. The Phone tab in the Omni-Channel utility and the Phone component provide common call functions such as mute, hold, transfer, and more. - Use Voicemail Drop for Outbound Calls
Save time on outbound calls by automatically leaving pre-recorded voicemail messages. When you reach a user’s voicemail, you can end the call immediately, and proceed to your next work item. Salesforce Voice plays your default message for the user without disconnecting the call. - Record Personalized Voicemail Greetings for Inbound Calls
Improve the calling experience for your customers by recording voicemail greetings that play automatically when you’re unable to answer a call. Any messages that your callers leave in response are stored in your voicemail box for you to review at any time. - Use a Headset for Voice Calls
You can use a headset for voice calls and to control call actions such as accept, mute, unmute, and end calls. While most headsets work well, we've tested headset models from Jabra, Poly (Plantronics), Logitech, and EPOS (Sennheiser). Though not every model from these brands is tested, most of their headsets are expected to perform as required. Although the WebHID API is used to support headsets, bluetooth headsets aren't supported. If your bluetooth headset doesn't work and it has a USB adapter, it might help overcome this limitation. - Use a Desk Phone
Answer and make voice calls from the Omni-Channel utility with a desk phone. By default, the softphone is enabled for all reps. To use a deskphone, you should enable the deskphone from the Omni-Channel settings. - Enroll Caller in Voice ID
If your admin enabled Voice ID for your org, you can enroll callers in Voice ID who agree to use their voice to authenticate themselves. Voice ID appears only when you're on a call. - Add Callers or Transfer Calls
Add callers to a call, or transfer calls to another rep, queue, Omni flow, or phone number so customers are connected to the right person who can help. To have a multiparty call, add another caller to the call and merge the calls. To transfer a call to another rep, add a caller to the call, merge the calls, and then leave the call. If your Salesforce Voice with Partner Telephony setup supports it, add multiple participants to a multiparty call and make a consult call. - Pause Call Recording to Honor Customer Privacy
Some companies automatically record calls for training and quality purposes. Your customers and your company sometimes prefer not to record certain information for privacy and legal compliance reasons. Honor your customer’s privacy and protect your company when a call is recorded by pausing the recording when sensitive information is exchanged. Resume the recording when it’s appropriate. - View the Sentiments of a Call Conversation
After a call ends, view the customer and rep sentiments in the Call Audio Player. Each utterance can have a positive, negative, or neutral sentiment. To identify what was said when negative sentiments occur, play the recording at those moments. To turn a negative experience into a positive one, a rep can then follow up with the customer. A supervisor can also coach the rep to improve the way they handle calls. - Listen to and Collaborate on Voice Call Recordings
To review a voice call, ensure compliance, and collaborate on customer issues, listen to call recordings in the Call Audio Player. To share information, ask questions, like and reply to comment threads, and mention colleagues and groups, comment directly on the recording. After a comment is created, you can respond in the Call Audio Player component or Chatter Feed. - Link Calls with Customer Contact Records
When a customer calls your contact center, Salesforce attempts to match the caller’s phone number with a contact record. If no contact is found, reps can search for the contact or create a contact. - Take Notes on a Call
Record the call’s outcome and take notes about the call so it’s easy for other reps to get up to speed in case the customer calls back. - Get Up to Speed with Call Transcripts
To get up to speed when accepting a transferred call, review the call transcript. A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call. - Return a Callback Request
Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Depending on your Voice setup, use queued callbacks or scheduled callbacks to initiate callbacks and resolve customer concerns. - Procure and Manage Phone Numbers
Procure and claim phone numbers for yourself without waiting for admins to assign them to you. You can choose from available local or standard company phone numbers, depending on your business requirements. - Wrap Up After a Call
Most customer service calls or messaging sessions require closing work after it ends—for example, you can send an email, update a case, or finalize your notes. When a conversation ends, you have a set amount of time to wrap up your work before you move on to the next customer. The After Conversation Work (ACW) component on a call or messaging record shows a countdown to help you manage your time.
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