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Salesforce Voice (formerly Service Cloud Voice): Impact of AWS Starfield Root Certificate Removal from Amazon Kinesis Video Streams (Effective October 31, 2026)

Publish Date: Apr 23, 2026
Description
Amazon Web Services (AWS) has announced an upcoming security certificate update for Amazon Kinesis Video Streams (KVS) — a service that powers key features within Salesforce Voice (formerly Service Cloud Voice).
 
As part of this update, AWS will be removing the Starfield Class 2 (C2) root certificate from the KVS certificate chain, effective October 31, 2026. This is a global AWS infrastructure change.

 

If you are using Salesforce Voice (formerly Service Cloud Voice) with Amazon Connect as your Telephony Provider, you may be wondering whether this change affects your org or requires any action on your part. 
Resolution

Salesforce Voice (formerly Service Cloud Voice) components that connect to Amazon Kinesis Video Streams (KVS) are built using standard, up-to-date AWS toolkits. These components are designed to automatically accept and trust the latest security certificates provided by AWS , no manual configuration needed.

 

What this means for you:
No action required from customer end. Salesforce Voice (formerly Service Cloud Voice) will continue to work seamlessly after AWS makes this certificate update on October 31, 2026.

 

NOTE : 

If you have built any custom connections or integrations with Amazon Kinesis Video Streams outside of the standard Salesforce Voice (formerly Service Cloud Voice) setup, those components are not covered by this article. We recommend working with your internal technical team to verify compatibility with the updated AWS certificate chain before October 31, 2026.

 

Knowledge Article Number

005319530

 
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Salesforce Help | Article