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Set Up an App with Standard Navigation and Salesforce Voice
To help reps make and receive calls without the complexity of a console app, add Salesforce Voice with Telephony Providers to an app with standard navigation. This setup is appropriate for reps who primarily work with one record at a time and don't need multiple tabs or subtabs in their workspace. To add Voice, create a Lightning app that includes the Voice Call object and the Omni-Channel widget.
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. |
| User Permissions Needed | |
|---|---|
| To create and configure a Lightning app: | Customize Application |
Before you begin, take these steps:
- Make sure that Salesforce Voice is turned on and that you've created a contact center.
- Turn on and set up Omni-Channel, and set up a status-based capacity model.
- Make sure that your users have the required permission sets assigned.
- Review the limitations for Voice in Apps with Standard Navigation in the Salesforce Voice Limits and Limitations article.
Create a Lightning App with Standard Navigation (Required)
Apps with standard navigation display a navigation bar at the top of the page, which gives users easy access to objects and features. This type of app is appropriate for reps who work primarily with individual records rather than in a console environment.
- From Setup, in the Quick Find box, enter App Manager, then select App Manager.
- Click New Lightning App.
- Enter a name for your app.
- Optionally, add a description and upload a custom app logo.
- Click Next.
- Under App Navigation, select Standard Navigation.
- Under Supported Form Factors, select Desktop.
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Optionally, under Setup and Personalization, select Use Omni-Channel sidebar.
If you use the Omni-Channel sidebar, don't include Omni-Channel in Utility Items.
- Click Next.
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Under Utility Items, click Add Utility Item and add the following
item.
- Omni-Channel: Shows rep presence and work assignment status, including voice calls routed through Omni-Channel. Omni-Channel has an embedded telephony connector component that loads the phone call controls from a telephony provider.
- Click Next.
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Add navigation items for reps to access.
- In the Navigation Items section, search for the object or item name.
- To allow reps to view and work with Voice Call records, add Voice Calls.
- Optionally, add other navigation items according to your business needs.
- Select the item and click the arrow to move it to the Selected Items column. Repeat for each item.
- Optionally, reorder items in the navigation bar.
- Click Next.
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In the User Profiles section, select the profiles that have access to this app.
- For reps, include the profile assigned to users with the Salesforce Voice Contact Center Rep or Salesforce Voice Contact Center Rep (Partner Telephony) permission set.
- For supervisors, include profiles associated with the Salesforce Voice Contact Center Supervisor permission set.
- For admins, include profiles associated with the Salesforce Voice Contact Center Admin or Salesforce Voice Contact Center Admin (Partner Telephony) permission set.
- Save your work.
The app is now available to users with the assigned profiles.
Configure Channel-Object Linking (Required)
When a rep accepts a call in the workspace, prompt them to choose from recommended records, search for a record, or add a new one.
- From Setup, enter Channel-Object in the Quick Find box, then select Channel-Object Linking.
- Click New Linking Rule.
- Select the Phone channel type and the object that you want to link to, such as Contact.
- Create a rule name and description.
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Set rule actions for Action for No Record Found and Action for Single Record Found.
For example, if no matches are found for a contact, include a rule to automatically create and link a record, or prompt the rep to search for or create a record. If a single matching record is found, set a rule to automatically link the record. Alternatively, prompt the rep to pick the suggested record, search for a record, or create a record.
- Save your work.
After completing the Phone setup, add the Object-Linking Notifications background utility in App Manager. This utility shows toast messages in the app that prompt the rep to link a suggested record or add a new one.
- From Setup, enter App Manager in the Quick Find box, then select App Manager.
- Click Edit in the action menu for your app.
- Click Utility Items (Desktop Only), then Add Utility Items, then select Object-Linking Notifications.
- Save your work.
Configure the Voice Call Related List (Optional but Recommended)
To show a list of calls associated with a record, add the Voice Call related list to an object record page. You can add the Voice Calls related list to cases, contacts, leads, accounts, and opportunities.
For example, add the list to your Case record page so reps can see a case's associated calls and learn about the customer's interactions with your company.
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From the Object Manager in Setup, select the object that you want to add the Voice Call related list to.
For example, to add the Voice Call related list to a Case page layout, select Case.
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Select Page Layouts for the object.
For example, select Case Page Layouts.
- Select the layout that you want to modify, then click Edit.
- Select Related Lists, and then drag Voice Calls to the Related Lists section of the page.
- Save your changes.
