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            Integrate Salesforce Voice with Sales Engagement

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            Integrate Salesforce Voice with Sales Engagement

            Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences.

            Required Editions

            This article applies to:

            • Salesforce Voice with Amazon Connect
            • Salesforce Voice with Partner Telephony
            • Salesforce Voice with Partner Telephony from Amazon Connect
            Available in: Lightning Experience
            Einstein Conversation Insights for Service is available for an extra cost in: Enterprise and Unlimited Editions

            Sales reps can click-to-dial records that come from a cadence, My List, and their Work Queue, so they can quickly make outbound calls in Voice using the Omni-Channel utility. When a rep wraps up a call, two things happen:

            • The call step in the cadence is automatically marked as complete, so the cadence advances to the next step.
            • A task is automatically created for the voice call record so it’s easier for the rep to follow up with prospects. The task is created when the rep closes the call record or, if After Conversation Work (ACW) is in use, when the ACW period ends. Unlike a call logged manually, the ActionCadenceStepTrackerId field isn’t automatically populated on the resulting task. This field can’t be written to by API or automation tools and can only be referenced if a rep manually creates a task.

            Here’s how to give sales reps access to Salesforce Voice features.

            1. Set up both Sales Engagement and Salesforce Voice.
            2. Create cadences that include calls.
            3. Create picklist values for the Call Resolution field on the Voice Call object that match the Call Result values configured in the Sales Engagement settings.
              1. From Setup, in the Quick Find box, enter Sales Engagement, then select Sales Engagement.
              2. Edit the Define Call Results for Branching section and enable the feature.
              3. Take note of the call result values listed next to the related call result categories.
              4. From Setup, in the Object Manager, select Voice Call.
              5. Click Fields and Relationships, click Call Resolution.
              6. Edit the Call Resolution field’s picklist values to match the Sales Engagement call result values.
              7. Save your changes.
            4. Remove the Dialer softphone utility from the Sales console footer, and replace it with the Omni-Channel utility so reps can make and receive calls.
            5. Assign permission sets to the sales reps who need access to Voice features:
              • Salesforce Voice permission sets: Salesforce Voice Contact Center Rep OR Salesforce Voice Contact Center Admin
              • Sales Engagement permission sets: Sales Engagement Cadence Creator OR Sales Engagement User

            Users with a Sales Engagement permission set have access to the Sales Engagement app, the Work Queue, My List, and other Sales Engagement features, and can work prospects assigned to them through cadence steps such as calls and emails.

            See Also

             
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