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            Link Calls with Customer Contact Records

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            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.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To answer and make calls and view Voice records: Contact Center Agent permission set
            1. In the Omni-Channel widget, accept an incoming call.
            2. Click Review and Link. The Link Record page opens.
            3. Select the person to link to the call record.
            4. To search for a contact, enter the person’s name and then select the contact.
            5. To create a contact, click New Contact. A contact record is created.
             
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            Salesforce Help | Article