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Learn About Agentforce Voice

Fecha de publicación: Nov 11, 2025
Descripción

What is Agentforce Voice?

  • Agentforce Voice lets you build voice-enabled agents that manage complex conversations in real time — across phone, web, and mobile.

Release Material

Solución

Why Agentforce Voice? Top 5 reasons why Agentforce Voice is a key differentiator:

  1.  Enhanced Customer Interaction: Agentforce Voice enables service agents to speak and understand voice conversations with customers.  It is designed to understand customer intent from spoken input and take actions to resolve customer queries efficiently.

  2. Integration with Service Cloud Voice: Agentforce Voice works seamlessly with Service Cloud Voice, integrating third-party telephony systems like Amazon Connect and Genesys with Salesforce. This transforms traditional telephony into an intelligent, conversational experience. See this article for more details. 

  3. 24/7 Support: It provides 24/7 support with built-in agent transfer and escalation capabilities, ensuring your customers receive assistance whenever they need it.

  4. Call Recording: You can record conversations between agents and customers for quality assurance and training purposes.

  5. Improved Contact Center Efficiency: By combining Agentforce Voice with Service Cloud Voice, businesses can handle scenarios like agent escalation and context passing more effectively, improving overall contact center operations.

 

FAQs

Question

Answer

1. How does Agentforce Voice integrate with Service Cloud?

Agentforce Voice is built natively into Service Cloud, leveraging Einstein AI to provide real-time insights, call transcription, and next-best-action recommendations during live calls.

2. Can I use my existing telephony provider with Agentforce Voice?

Agentforce Voice integrates with various telephony partners through the Salesforce Voice Partner Ecosystem, allowing flexibility in using your existing provider.

3. What AI features does Agentforce Voice include?

It includes real-time call transcription, sentiment analysis, conversation summaries, and AI-driven recommendations to assist agents and improve customer interactions.

4. How does Agentforce Voice improve agent productivity?

It provides contextual insights, automatic note-taking, and guided workflows during calls, it reduces manual work and helps agents resolve issues faster.

5. Is Agentforce Voice available for all Salesforce editions?

It’s available as an add-on to Service Cloud and may require specific licensing or access to Agentforce (formerly Einstein 1 Service). Availability can vary by edition and region.

6. Does Agentforce Voice support inbound and outbound calls?

Yes, it supports both inbound and outbound calls, with features like click-to-dial, call routing, and IVR capabilities integrated into the Salesforce console.

7. How can I get started with Agentforce Voice?

Contact your Salesforce Account Executive or visit Salesforce Setup to enable Voice within your Service Cloud org. You can also explore a pilot or trial through the Salesforce Voice Partner network.

8. How does Service Cloud Voice relate to Agentforce Voice? Are these the same product?

While Agentforce Voice works with Service Cloud Voice, they are distinct products


Service Cloud Voice integrates contact center telephony directly within the Service Console, allowing reps to handle calls, chat, email, etc. from a single interface.

Agentforce Voice enables customers to extend their existing text agents with voice capabilities - essentially giving agents the ability to speak and be spoken to.

9. How do I receive support for Agentforce Voice?

  • If you are new to adopting Agentforce Voice and/or have not yet integrated Service Cloud Voice are configuring Voice Call Center, or have questions regarding Amazon Connect then create a case using the Product & Topic - Service-Service Cloud Voice.

  • If you have already provisioned, configured and are using Service Cloud Voice and are building or testing an Agent to receive handovers then create a case using the Product & Topic - Agentforce-Service

 

Permission Set

To create and configure agents

  • Manage Agentforce Service Agents AND Manage AI Agents 

  • OR Customize Application

To open, edit, or create a flow in Flow Builder

  • Manage Flow

To grant the Omni-Channel flow access to update the VoiceCall records

  • Contact Center Admin permission set

  • OR Contact Center Admin (Partner Telephony) permission set

To view and edit a connection in Agentforce Builder

  • Manage Agentforce Service Agents AND Manage AI Agents

  • OR Customize Application

 

Número del artículo de conocimiento

005226934

 
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