Using lightning:workspaceAPI and force:serviceCloudVoiceToolkitApi can be used to focus Voice Call records tab for Salesforce Service Cloud Voice Outbound Calls when made by the agents. Sample Lightning Component: Component: <aura:component ....
Store customer input from Amazon Connect can be used to get the customer input and Set contact attributes can be used to populate or pass or store the customer entered ....
In InvokeSalesforceRestApiFunction Lambda, queryRecord method can be used to fetch or query custom object records in Salesforce. If you haven't setup the Connected App and Amazon Variables, please check this ....
1. Go to App Manager in Salesforce Setup. 2. Find the Connected App used for Service Cloud Voice and select the Manage option. 3. Update the Custom Attributes for https://aws.amazon.com/SAML/Attributes/RoleSessionName. ....
Using Service Cloud Voice LWC Toolkit API Events, we can perform actions using Lightning Web Component. Sample Code: HTML: <template> <lightning-service-cloud-voice-toolkit-api> </lightning-service-cloud-voice-toolkit-api> </template> JavaScript: import { LightningElement } from 'lwc'; ....
In InvokeSalesforceRestApiFunction Lambda, updateRecord method can be used to update records in Salesforce. If you haven't setup the Connected App and Amazon Variables, please check this https://www.infallibletechie.com/2022/11/how-to-test-salesforce-soql-from-aws-invokesalesforcerestapifunction-lambda-function-in-the-aws-console.html Sample Payload to ....
In InvokeSalesforceRestApiFunction Lambda, createRecord method can be used to create records in Salesforce. If you haven't setup the Connected App and Amazon Variables, please check this https://www.infallibletechie.com/2022/11/how-to-test-salesforce-soql-from-aws-invokesalesforcerestapifunction-lambda-function-in-the-aws-console.html Sample Payload to ....
Pre-requisites: 1. Install OpenSSL to generate certificate. 2. Run the below command from MS Command in Windows or Terminal from Mac OS to generate server.pass.key file. openssl genrsa -des3 -passout ....
1. Add Related Record component on the Voice Call Lightning Record Page. 2. Use Participant Entity from Caller as the Lookup Field and Contact as Lookup Field Type. 3. Agents ....
Raise Flag in Salesforce Omni-Channel feature will help an agent to send a request for help (raise a flag) to a supervisor. 1. In an active Voice Call, agent can ....