Loading
Salesforce now sends email only from verified domains. Read More
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Disaster Recovery for Salesforce Core

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Disaster Recovery for Salesforce Core

            During a planned maintenance or an unplanned outage, Salesforce Core hosted in a first-party data center supports disaster recovery. In this case, the Salesforce Core uses the site switching disaster recovery mechanism with a recovery time objective of about 1 hour. If Salesforce Core is hosted in Hyperforce, Salesforce Core doesn’t support disaster recovery, because Hyperforce is designed for high availability with no outage.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.

            During a Salesforce Core incident, Salesforce becomes unavailable and none of the Service Cloud Voice features work. For example, reps can’t use the Service Console, supervisors can’t use Command Center for Service, and Salesforce doesn't generate real-time transcripts for rep conversations.

            To keep your contact center running during an incident, reps and supervisors can still answer and receive calls using Amazon Connect CCP or a third-party telephony provider’s contact center interface. Although it’s a different experience for contact center users, the customer still has the same experience from their end. 

            During the incident, any data captured from customer voice calls isn’t stored and can’t be recovered in Salesforce. As a result, service rep reporting between Omni-Channel and the telephony provider can be inconsistent.

            • Set Up Disaster Recovery for Salesforce Core
              Set up disaster recovery for Salesforce Core to ensure that Salesforce remains up and running during an outage or maintenance.
            • Run Disaster Recovery for Salesforce Core
              During an incident, Salesforce Core can be unavailable. Ask all reps and supervisors to log directly in to Amazon Connect or your third-party telephony provider’s contact center interface using the third-party IDP app that you created. These users can then use Amazon Connect CCP or the third-party contact center interface to manage calls.

            Set Up Disaster Recovery for Salesforce Core

            Set up disaster recovery for Salesforce Core to ensure that Salesforce remains up and running during an outage or maintenance.

            The process for setting up disaster recovery for Salesforce Core varies based on your telephony provider. Work with your telephony provider to get the procedure to configure a third-party IDP that works with their system. This procedure applies to the Amazon Connect telephony provider only.

            1. Set up a third-party IDP that enables reps, supervisors, and admins to log in to Salesforce one time and then be seamlessly logged in to Amazon Connect using the same credentials.
              By default, Salesforce acts as an identity provider (IDP). However, to implement the Disaster Recovery solution in case Salesforce goes down, configure a third-party IDP that supports the SAML protocol and the SAML assertions mentioned in the Setup section. To set up a third-party IDP that works with Amazon Connect, see Configure SAML with IAM for Amazon Connect.
            2.  Configure the third-party IDP application so that, upon single sign-on, these SAML assertions can be passed to Amazon Connect.
              • https://aws.amazon.com/SAML/Attributes/RoleSessionName – Amazon Connect UserName
              • https://aws.amazon.com/SAML/Attributes/Role – [AWS IDP ARN] & ',' & [AWS Connect Federation Role]
            3. Verify that every Amazon Connect user’s identity matches their Salesforce user identity. For example, Salesforce uses this formula to set the Salesforce user identity. 
              $User.Alias & '@' & $User.Id & '@' & $Organization.Id
            4. Create an app that logs reps and supervisors directly into the Amazon Connect with this URL format.
              [Third-party Identity Provider Url]&RelayState=https://[Amazon Connect Region].console.aws.amazon.com/connect/federate/[Amazon connect instance Id]?destination=/ccp-v2&new_domain=true

            Run Disaster Recovery for Salesforce Core

            During an incident, Salesforce Core can be unavailable. Ask all reps and supervisors to log directly in to Amazon Connect or your third-party telephony provider’s contact center interface using the third-party IDP app that you created. These users can then use Amazon Connect CCP or the third-party contact center interface to manage calls.

             
            Loading
            Salesforce Help | Article