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Set Up Salesforce Voice
Get up and running with Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Before you start, review the Voice prerequisites, limitations, and planning resources.
Required Editions
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Salesforce Voice with Telephony Providers comes in several flavors. Salesforce Voice with Amazon Connect leverages the power of Amazon Connect telephony to give service reps, supervisors, and customers a seamless service experience. If you have an Amazon Connect instance or want to manage your Amazon Web Services account, Salesforce Voice with Partner Telephony from Amazon Connect lets you integrate your Amazon Connect instance with Salesforce Voice. And Salesforce Voice with Partner Telephony lets you create a Salesforce Voice contact center that uses a telephony provider of your choice.
- Setup Prerequisites
Before you set up Salesforce Voice with Telephony Providers (formerly Service Cloud Voice), complete these prerequisites. - Set Up Salesforce Voice with Amazon Connect
Salesforce Voice with Amazon Connect (formerly Service Cloud Voice with Amazon Connect) leverages the power of Amazon Connect telephony to give reps, supervisors, and customers a seamless service experience. Before you set up your Voice contact center, review the prerequisites, limitations, and planning resources. - Set Up Salesforce Voice with Partner Telephony
Salesforce Voice with Partner Telephony (formerly Service Cloud Voice with Partner Telephony) lets you create a Salesforce Voice contact center that uses a telephony provider of your choice. Before you start, review the prerequisites, limitations, and planning resources. - Set Up Voice with Partner Telephony from Amazon Connect
You may already have an Amazon Connect instance or want to manage your own Amazon Web Services account. Salesforce Voice with Partner Telephony from Amazon Connect (formerly Service Cloud Voice with Partner Telephony from Amazon Connect) lets you integrate your own Amazon Connect instance with Salesforce Voice. Before you start, review the Voice prerequisites, limitations, and planning resources. - Set Up External ID
For additional security, you can generate a unique external ID for your AWS account. When you enable an external ID, Salesforce Voice (formerly Service Cloud Voice) can assume all cross-account management roles, including the provisioning role if used, and perform contact center admin actions in your AWS account only after external ID validation. - Salesforce Voice License Transition and Mixed License Options
Salesforce Voice offers flexible licensing options, which allows you to use multiple Voice licenses or transition to Agentforce 1 Service Edition from the Salesforce Voice with Amazon Connect license. - Configure Your Contact Center
To enable service reps to talk to customers on the phone, set up a phone channel and add the reps to the contact center. To enable reps and supervisors to interact in the contact center, set up their workspaces. - Add a Voice Channel to a Partner Contact Center
After you set up a partner contact center with Messaging channel support for Bring Your Own Channel for CCaaS, you can add a Salesforce Voice channel to the contact center. - Salesforce Contact Center with Amazon Connect
You can configure the latest Amazon Connect features for your Salesforce org from the Salesforce Voice Setup page. Install the managed package available on the Salesforce Voice Setup page to access the Salesforce Contact Center with Amazon Connect (SCC-AC) and configure Amazon Connect features. - Best Practices for Salesforce Voice
To ensure your contact center runs optimally and correctly, review these best practices for Salesforce Voice with Telephony Providers (formerly Service Cloud Voice).
