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            Salesforce Voice for Government Cloud

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            Salesforce Voice for Government Cloud

            Help improve the quality of citizen engagement via the phone channel with Salesforce Voice (previously Service Cloud Voice) in Salesforce Government Cloud. Service Cloud Voice is completely integrated into Salesforce, providing a consistent experience for service reps, supervisors, and customers across the voice channel. Voice provides Government organizations and their service reps with a 360-degree view of each caller. It boosts rep productivity with automation and AI, and gives supervisors access to manage reps and queues regardless of channel type. It also integrates your telephony system with other channels to provide an integrated contact center experience. Representatives make and receive calls or other channels communications from a unified platform, without the need to switch between different applications.

            Required Editions

            Available in: Enterprise, Unlimited, and Developer Editions. Available in Sales Cloud, Service Cloud, and Government Cloud as an add-on license. Government Cloud is supported only via Salesforce Voice with Partner Telephony.

            In addition, Salesforce Voice scales to meet the needs of government operations during high-demand periods, such as tax season or public health emergencies. Learn more about Salesforce Voice.

            Compliance for Salesforce Voice in Government Cloud

            Salesforce Voice in Government Cloud is FedRAMP High and Department of Defense (DoD) Impact Level (IL) 5 authorized.

            Telephony Partners
            Salesforce Voice uses intelligent telephony to increase representative productivity and better serve customers from anywhere, all while meeting compliance requirements. Salesforce offers Salesforce Voice in multiple formats and with multiple telephony partners. In Government Cloud, these options are available:
            Agentforce Voice Version FedRAMP-High Authorized Interoperable DoD IL5 Authorized
            Salesforce Voice with Partner Telephony Yes* Yes* Yes

            *Customers must ensure that third-party telephony products are FedRAMP-authorized. Service Cloud Voice is authorized for Government Cloud Plus. Salesforce Voice features are delivered by both Salesforce and the telephony partner. The Salesforce features are authorized by FedRAMP. We recommend considering telephony partners that meet the same compliance requirements. For example, Customers can choose to use Amazon Connect as their telephony provider in either the AWS commercial or GovCloud region depending on their preference and compliance requirements. However, Amazon Connect in AWS GovCloud (US) may not provide the same type of experience as provided for commercial regions.

            Note
            Note Einstein Conversation Insights isn't available on Government Cloud.

            Considerations and Limitations

            Contact Center Location with Amazon Connect

            Customers can choose to run their Amazon Connect contact center in the AWS commercial or GovCloud region depending on their preference and compliance requirements. By default, Salesforce sets up contact centers in AWS commercial regions. If your GovCloud org does not display AWS GovCloud as a region, open a Salesforce customer support case. Using Amazon Connect in an AWS commercial region may result in degraded performance.

            Encryption

            Customers must enable Federal Information Processing Standards (FIPS)-compliant endpoints on their telephony services before connecting to Salesforce. FIPS endpoints ensure a private, secure connection between Salesforce and your telephony provider.

            Salesforce recommends that customers who are using Salesforce Voice with the Salesforce GovCloud are also using Amazon as their telephony provider use Amazon Connect in AWS GovCloud for the best experience. Customers can also use Amazon Connect in AWS commercial regions to meet FedRAMP-Moderate compliance requirements. However, combining AWS regions in this way may cause a degraded performance of features.

            Call Recording Storage Locations

            Salesforce Voice with Partner Telephony when used with Amazon Connect stores recordings in Amazon S3 within the customer’s chosen AWS region. Text transcriptions are stored in Salesforce as part of the customer relationship management (CRM) data model. For non- Amazon telephony providers and how they store call recordings, please reach out to your designated point-of-contact for your specific vendor.

            • Move a Call Center to Government Cloud
              Relocate your call center to Salesforce Government Cloud to take advantage of a Federal Risk and Authorization Management Program (FedRAMP)-authorized environment for call-center operations.

            See Also

             
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