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Salesforce Voice Best Practice Guide
Дата публикации: Apr 14, 2026
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Before you deploy Salesforce Voice (formerly Service Cloud Voice) in your contact center, here are some key lessons learned and best practices from experts in the field, who have implemented Voice for customers after its initial launch. There are a lot of moving parts when it comes to enabling Salesforce Voice, particularly if your organization has been accustomed to an external telephony solution. These insights and resources should help make the transition a bit smoother.
Get your team familiar with Salesforce Voice To kick things off on the right foot, we recommend you review the Salesforce Voice Module on Trailhead, Salesforce’s free online learning platform. Developed to help you prep your team for your Agentforce Service (formerly Service Cloud) implementation, you’ll get the guidance you need before launch date. Train your agents on the Omni-Channel phone widget A big piece of the Salesforce Voice puzzle is the integration with Omni-Channel to make and receive voice calls. For a lot of agents and contact centers, that is a big shift from using a soft phone or hardware for inbound and outbound calls. Your contact center may already be using Omni-Channel for other service channels such as chat, email, messaging, or social; however, it’s a good idea to train your agents on how to use all the features of the Omni-Channel phone widget required with Salesforce Voice, including all the call controls (accept, decline, mute, merge) they would need to get familiar with. Train them on the key differences between Omni-Channel and other routing and telephony systems to seamlessly transition to Voice.  Expand your knowledge of Omni-Channel with these insightful resources: • Omni-Channel basics Learn what Omni-Channel is and what it is not in this descriptive Trailhead module. Answer the quiz questions at the end to put your knowledge to the test! • Configure Omni-Channel for Salesforce Voice Follow the steps in this article to configure Omni-Channel so agents can make and receive calls. • Add call controls to Voice page layout Learn where the call control buttons are on the layout after adding the call control component to the Voice record page. Agents can also mark their availability in the Omni-Channel utility to receive incoming calls. • Learn how to make and answer calls Train your agents with advice from this article on how to help customers on the phone. Learn how to place outbound calls, receive incoming calls, add a caller, transfer a call, take notes, and listen to call recordings. • Omni-Channel in action Check out this quick video of Omni-Channel in action to see how agents use Omni-Channel in different digital channels in the service console. Get familiar with contact flows in Amazon Connect Contact flows are essentially a set of prompts triggered after a customer enters some information. They define the experience a customer has with your contact center. We recommend that you spend some time planning different customer scenarios based on common requests and use cases, and create and test different flows prior to launch. For example, if a Voice call is transferred to a queue and the customer is placed on hold, what should happen while that customer is on hold (e.g., play hold music or an automated message)? Although you might consider these small details, they play a big part in the overall customer experience. Take advantage of the ability you have to customize them to your business needs. The more details you can map out with these flows, the better your customer interactions will be. To learn more about contact flows, review the Amazon Connect Administrator Guide. Contact flow tips: • Sample contact flows for customer interactions Sample contact flows are available for customers to download for common use cases such as agent transfers, inbound and outbound calls, and queue transfers. Once downloaded, these contact flows can be imported into your Amazon Connect instance. • Define your own contact flows If the sample contact flows do not meet your business requirements, you can create and customize your own contact flows specific to your business processes. Check out this guide for step-by-step instructions on creating and deploying your own flows.  Expand capabilities with Digital Engagement and Einstein for Service Now that you have or are about to implement Salesforce Voice, it’s a great time to extend its capabilities with other great features that will really bring your customer experience full circle. Let’s take a look at what happens when features such as Digital Engagement and Einstein for Service are combined with Salesforce Voice. • Digital Engagement Give your customers flexible options to engage with you. Digital Engagement offers customers alternatives to voice calls such as messaging apps, SMS, and social platforms to communicate with your business. With Digital Engagement, you can give customers multiple options, such as an automated chat with Einstein bots in lieu of picking up the phone to call an agent. Go further with the Digital Engagement Success Center to learn how customers can engage with your agents on their favorite communication platforms. • Einstein for Service With Einstein for Service, an AI-powered Einstein Next Best Action feature helps agents solve customers’ issues quickly, in real time. Next best actions can make recommendations to knowledge articles based on conversations, products, or services based on order history, or how likely they are to purchase. Truly unlock the full capability of Voice with these features. To learn more about Einstein for Service, check out this helpful data sheet that compares features and licenses, as well as this Trailhead module on Einstein to walk you through the basics. Find a certified implementation partner to support you Salesforce Voice requires a lot of detailed configuration steps from both Salesforce and Amazon Connect. Unless you have in-house developers or certified resources who are well skilled in both platforms, particularly Amazon Connect, it is highly recommended to find an implementation partner. Treat the implementation as a project, with a scope, timeline, budget, and milestones. Finding a trusted partner with both Amazon Connect and Salesforce experience who can lend their expertise is a worthwhile cost. Your Salesforce Account Executive can help you identify certified partners. Keep the momentum going Whether you are just getting started with Salesforce Voice, or you want to explore more ways to improve customer experience, we’ve got resources for you to keep the momentum going. Sign up for upcoming Agentforce Service (formerly Service Cloud) events in your region. Bring your questions to an Ask-an-Expert webinar, and check out other great options to connect with a Salesforce expert. 1. Need additional guidance? Connect with other Trailblazers and experts on the Serviceblazer Community Group. 2. Explore our Salesforce Support YouTube channel for answers to our most frequently asked questions. 3. Check out our Getting Started: Salesforce Voice Expert Coaching Session to get guidance from a certified specialist. If you are a Premier customer, don’t forget to sign up for your individual follow-up call.
Tom Smith, a recently promoted customer service supervisor for Northern Trail Outfitters, had the difficult task of no longer managing his agents from a physical call center. His agents were now all remote and working from various locations. This made giving agents an accessible, single source of truth all the more critical. Tom’s goal was to continue giving customers an exceptional experience while providing his agents the tools to succeed from anywhere. Giving his agents a unified, single view of the customer and enhanced visibility across all channels was how Tom would achieve this goal. He began researching optimizations to the current telephony system for Northern Trail Outfitters to implement. Tom discovered the latest Salesforce Voice feature. It offered a way to seamlessly integrate CRM data with the current telephony system, helping agents become more efficient, close cases faster, and give customers a personalized experience. After implementing Salesforce Voice, NTO agents exceeded customer expectations by knowing exactly what they had purchased; making recommendations; providing knowledge articles; and helping close cases in just one call, with no holds or transferring. Sales were up an additional 50% and traffic continued to increase online in unprecedented fashion. |
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