Sandbox Org Guidelines for Service Cloud Voice and Amazon Connect

Creating Sandbox Orgs

When you create a sandbox org, only the production data gets copied over. The AWS Account, contact centers, and voice call data in the production org won’t be copied over. This is unique to Service Cloud Voice and differs from the standard Salesforce sandbox creation behavior.

When you create a sandbox org:

• The contact centers in the production org won’t be copied over to the sandbox org. After the sandbox org is created, you must create a contact center that’s solely dedicated to the newly created sandbox org.
• The AWS Account and its related data in the production org won’t be copied over to the sandbox org. For Service Cloud Voice with Amazon Connect, we automatically create an AWS Account that’s solely dedicated to the new sandbox org and completely separate from the production org and its AWS Account. For Service Cloud Voice with Partner Telephony from Amazon Connect, you must create an AWS Account that’s solely dedicated to the new sandbox org and completely separate from the production org and its AWS Account.

Consider these guidelines before you create a sandbox org:

• Create separate AWS Accounts for the production and sandbox orgs. In other words, the sandbox org should have an AWS Account that’s completely separate from the product org’s AWS Account.
• If you create multiple sandbox orgs, create an AWS Account for each of those orgs.
• Before you create a sandbox org, make sure Salesforce supports your sandbox configuration.

Refreshing Sandbox Orgs

When you refresh a sandbox org, only the production data gets refreshed. This is unique to Service Cloud Voice and differs from the standard Salesforce sandbox refresh behavior.

Consider these guidelines before you refresh a sandbox org:

• If you want to reuse the contact center or Amazon Connect instance, back up the metadata files and any custom Amazon Connect instance assets, such as contact flows and Lambda functions. respectively.
• Decide whether you want to relink the refreshed sandbox org to the Amazon Connect instance you were using or link it to a completely different Amazon Connect instance. This determines which refresh steps you’ll perform.
• Make sure Salesforce supports your sandbox configuration.

Cloning Sandbox Orgs

When you clone a sandbox org, the metadata and contact centers are copied over from the source sandbox org to the target sandbox org.

Important: When you clone a sandbox org, the contact center in the source sandbox org will be copied over to the target sandbox org. You must delete the contact center in the target sandbox org and create a new one with a new AWS Account.

Consider these guidelines before you clone a sandbox org:

• Create a new AWS Account that’s solely dedicated to the target sandbox org. Don’t point the org to an AWS Account that’s already being used by another org (including the source sandbox org). This setup allows Salesforce to automatically provision the contact centers for you. While it’s possible for multiple orgs to share the same AWS Account, you’ll lose the auto-provisioning benefits.
• If you clone multiple sandbox orgs, create an AWS Account for each of those cloned orgs.
• Delete the contact center in the target sandbox org after it’s been created.
• Make sure Salesforce supports your sandbox configuration.

Deleting Contact Centers

Consider these guidelines before you delete a contact center from a sandbox org:

• Deleting a contact center from a sandbox org deletes all of the Salesforce resources associated with the contact center, including the configuration in Salesforce and the Service Cloud Voice Connected Apps.
• Deleting a contact center from a sandbox org doesn’t delete any of the associated AWS artifacts, including the Amazon Connect instance, CloudFormation stack, Lambda functions, and contact flows. After you delete a contact center, you can manually delete the AWS artifacts from the Amazon side.

You can't migrate an Amazon Connect instance from a sandbox org to a production org.

Deleting Sandbox Orgs

Alway delete sandbox orgs from the production org. This applies to all types of sandbox orgs, including refreshed and cloned sandbox orgs. Follow the Delete a Sandbox steps to delete sandbox orgs.

Consider these guidelines before you delete a sandbox org:

• Deleting a sandbox org permanently deletes the sandbox org and all its data, including any outbound change sets that have been uploaded from the sandbox.
• Deleting a sandbox org also deletes all contact centers from that org.
• Deleting a sandbox org doesn’t affect (i.e., delete) the production org or its data in Salesforce.
• Deleting a sandbox org doesn’t affect the AWS Account that’s associated with the org nor its metadata.

After you delete a sandbox, your AWS Account is marked as inactive. You can use the account for another sandbox org. If the AWS Account is no longer needed, close the account so you avoid unnecessary charges. To close the account, submit a case to Salesforce Support.