Conversation Intelligence Rules can be setup or configured to alert Omni-Channel Supervisor based on Salesforce Service Cloud Voice Conversation entries. https://www.infallibletechie.com/2024/03/salesforce-conversation-intelligence-rule-for-voice.html 1. Create a Conversation Intelligence Rule. Use the Action ....
Exception: We can't load the recording. Try again later. Resolution: 1. Please make sure Microphone is enabled in the Browser for your Salesforce Domain URL. 2. Please make sure the ....
In this Blog Post, we are going to see how to use Salesforce Conversation Intelligence Rule for Service Cloud Voice. "Update Next Best Action" is used as the Action and ....
Exception: We’re having trouble with call monitoring right now. Try again or contact your Salesforce admin Resolution: This exception is thrown when the Omni-Channel Supervisors tries to listen in to ....
1. Create a Queue in Amazon Connect. 2. Create Quick Connect in Amazon Connect for the Queue. 3. Add the Quick Connect in the Amazon Connect Queue's Quick Connects. 4. ....
1. Use the following SOQL to get the CallCenterId. SELECT Id, Name FROM CallCenter 2. Use the following Apex code to create the VoiceCall record. Sample Apex Code: insert new ....
Exception: SCV dispatched error CAN_NOT_LOG_IN for eventType SETUP_CONNECTOR SSO failed and iframeRetriesExhasuted Resolution: This issue occurs when the userName value is incorrect in Amazon Connect. Format for userName: $User.Alias@$User.Id@$Organization.Id Example: ....
Callback option on the Transfer to Queue block can be used for Salesforce Service Cloud Voice Callback Flow. Store customer Input block is used to capture the callback number. Set callback ....
Use "Set disconnect flow" block to call a Flow for Salesforce Service Cloud Voice Post Call Survey. Custom Field in Voice Call object for storing Survey Feedback Disconnect Flow The ....
Exception: We couldn't create the call record, so the call won't be tracked in Salesforce Resolution: 1. Make sure the agents are not duplicating Salesforce Windows. If they have to ....