Agentforce Contact Center — Customer FAQ

What is Agentforce Contact Center?

Agentforce Contact Center (also referred to as AFCC) is Salesforce's native contact center solution. For the first time, Salesforce directly owns the voice media stream, enabling you to purchase voice minutes and lease phone numbers directly from Salesforce — without needing a third-party telephony provider.

What regions is Agentforce Contact Center available to?

AFCC products are currently available to customers in the United States and Canada.

Billing Basics

What SKUs (products) make up a AFCC subscription?

There are two categories of AFCC SKUs:

User License SKUs (sold by Salesforce, Inc. and/or Salesforce.com) — e.g., Agentforce Contact Center, Agentforce Contact Center Voice

Telephony SKUs (sold by Salesforce Communications LLC for US only) — includes:

• Salesforce Voice Usage Credits – Inbound
• Salesforce Voice Usage Credits – Outbound
• Salesforce Voice Number Lease (Long Code) – US/CAN
• Salesforce Voice Number Lease (Toll Free) – US/CAN

Why does my invoice look different from my other Salesforce invoices?

For customers in the United States, your invoice will be segmented into separate service tables — one for Salesforce, Inc. products and one for Salesforce Communications LLC (telecom) products. While this will look different than other invoices you receive from us, this separation is required by regulatory and legal entity rules for this type of product.

Customers in Canada will maintain a single-vendor invoice from Salesforce.com covering all AFCC services.

What billing addresses are eligible for AFCC?

Your bill-to/ship-to address on your Salesforce account must be a U.S. or Canada address to purchase and use Telephony services. This is because Salesforce is currently licensed to resell voice only in the US and Canada, and is required to calculate telecom taxes based on your primary place of use.

Taxes & Fees

Why are there new taxes and charges on my invoice?

Salesforce is required by law to charge and collect applicable telecommunications taxes, fees, and surcharges on telephony products.

Salesforce acts as a collection agent for these amounts and remits them to the appropriate taxing authorities.

Which taxes apply depends on your primary place of use.
For US: This is your ship-to address.
For CAN: This is your bill-to address.

What types of taxes might appear on my invoice?

Telecom SKUs can incur multiple types of taxes and fees that vary by jurisdiction, including:

• Sales and Use taxes
• Federal, state, county, and city excise taxes
• State and local telecommunications taxes
• Emergency service fees (911/E911)
• Surcharges (e.g., MCTD Surcharge, DEAF Surcharge)

These charges will appear in the Tax Grid section of your invoice PDF, with the exception of the 911 Tax in Canada--this tax will appear as a line item in your service table.

What is the difference between a tax and a fee?

Taxes:

• A government-imposed charge (sales tax, VAT, GST, etc.)
• Usually calculated as a percentage of the invoice total or line items
• Collected by the seller from the purchaser and remitted to a government authority
• Often required by law based on location, product type, or transaction type

Fees:

• A charge for a specific service, processing, or administrative cost
• Can be flat-rate or percentage-based
• Depending on the type of fee, it can be imposed by a government authority on the purchaser or seller and remitted to a government authority

Why might my tax amount look unexpectedly high?

Telecom taxes can either be quantity-based (calculated per subscriber or per minute), or percentage-based (calculated as a percentage of the service amount). Your invoice likely includes a combination of these types of telecom taxes. As a result, the total tax can appear large relative to the product line amount — this is normal for telecommunications services and reflects how taxing authorities impose fees on voice services.

Is my organization tax-exempt?

Your AE likely discussed with you during Quoting if your organization is tax exempt, so you likely submitted your tax exemption certificates prior to your service start date. Please see here for a copy of this letter. Please note that your AE may have verbally discussed these exemption requirements with you rather than sending this letter via email.

If you believe your organization qualifies for a tax exemption and you have not already submitted your tax exemption certificates, please contact your AE, providing them with these certificates. Please see here for more information on telephony taxes and exemption requirements.

Important: Even if you have previously provided Salesforce with sales tax exemption certificates, separate exemption certificates may be required for telecommunications taxes, fees, and surcharges. Telecom taxes are levied by different taxing jurisdictions, each with their own requirements.
If you are unsure about your exemption status, please consult your tax or legal advisor.

How do I submit a tax exemption certificate?

Contact your AE directly to submit your tax exemption certificate(s). Please submit any applicable exemption certificates before you sign your Order Form where possible, as credits and rebills may require additional steps for AFCC products. Please see here for more information regarding your exemption requirements.

Product and Billing Support

What if my invoice doesn't look right?

As stated above, your invoice will look different due to the additional vendor and taxes applicable to using AFCC services. For additional invoice inquiries, please contact your assigned Collector.

What if I have questions about my AFCC product(s)?

You may reach out to your Salesforce AE for product support, product pricing, and contract modifications.