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Get Expert Support for Salesforce Voice
Get help with Voice directly from the experts. If you need assistance with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), find out whether it’s best to contact Salesforce Support or your telephony provider.
Required Editions
This article applies to:
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect
| View supported editions. |
When to Contact Salesforce Support
All Salesforce Voice customers can contact Salesforce Customer Support about issues related to Salesforce functionality. To find out if and when to contact your telephony provider, see the additional support guidance in the next sections.
Salesforce Standard support is included with Salesforce Voice. Salesforce Premier, Premier Plus, and Signature/Priority support plans are also available.
When to Contact Your Telephony Provider
Salesforce Voice with Amazon Connect
If you’re using Salesforce Voice with Amazon Connect, contact Salesforce for questions about Salesforce and Amazon Connect. To resolve Amazon Connect issues, if needed, Salesforce works with and shares information with AWS Support.
| Topic | Contact Salesforce | Contact AWS |
|---|---|---|
| Salesforce | X | |
| Amazon Connect | X |
Salesforce Voice with Partner Telephony
If you’re using Salesforce Voice with Partner Telephony, contact your telephony provider’s support team about issues related to their service. For issues related to Salesforce features, contact Salesforce Support.
Here’s when to contact Salesforce Customer Support versus your telephony provider for Salesforce Voice with Partner Telephony.
| Topic | Contact Salesforce | Contact Your Telephony Provider |
|---|---|---|
| Billing related to your telephony service | X | |
| Call quality | X | |
| Call recording | X | |
| Call transcription | X | |
| Contact center setup | X | |
| IVR configuration, data fetching, and call routing | X | |
| Lightning Service Console | X | |
| Omni-Channel and Command Center for Service | X | |
| Phone number availability, provisioning, and porting | X | |
| Presence syncing | X | |
| Salesforce Einstein services | X | |
| Salesforce reporting and analytics | X | |
| Single sign-on | X | |
| Telephony limits—for example, the maximum number of concurrent calls or phone numbers per instance | X |
Salesforce Voice with Partner Telephony from Amazon Connect
If you’re using Salesforce Voice with Partner Telephony from Amazon Connect, contact AWS Support about issues related to their service and Salesforce Contact Center for Amazon Connect (SCC-AC). For issues related to Salesforce features, contact Salesforce Customer Support.
Here’s when to contact Salesforce Customer Support versus AWS Support for Service Cloud Voice with Partner Telephony from Amazon Connect.
| Topic | Contact Salesforce | Contact AWS |
|---|---|---|
| Billing | X | |
| Call quality | X | |
| Call recording | X | |
| Call transcription | X | |
| Salesforce contact center setup | X | |
| Lightning Service Console | X | |
| Omni-Channel and Command Center for Service | X | |
| Phone number availability, provisioning, and porting | X | |
| Presence syncing | X | |
| Salesforce-provided Amazon Connect flows | X | |
| Salesforce-provided Lambda functions | X | |
| Salesforce Einstein services | X | |
| Salesforce reporting and analytics | X | |
| Salesforce Unified Routing with Omni-Channel | X | |
| Salesforce Contact Center with Amazon Connect contact center setup | X | |
| Salesforce Contact Center with Amazon Connect-provided Amazon Connect flows | X | |
| Salesforce Contact Center with Amazon Connect-provided Lambda functions | X | |
| Salesforce Contact Center with Amazon Connect: Amazon Connect Chat and Messaging | X | |
| Salesforce Contact Center with Amazon Connect: Amazon Connect Unified Routing | X | |
| Single sign-on | X | |
| Telephony limits—for example, the maximum number of concurrent calls or phone numbers per instance | X |
