Salesforce Service Cloud rerouted phone calls Report
When the incoming calls are not attended by the Agents, there will be an entry in Agent Work entity with the status "Unavailable". 1. Create a Custom Report Type on ....
Tag: Salesforce Service Cloud Voice
Salesforce Service Cloud Voice Agent receiving exception Insufficient Privileges
If the Salesforce Service Cloud Voice Agent receives the following exception, then the Agent doesn't have "Contact Center Connected App" permission set. Exception: "Insufficient PrivilegesYou do not have the level ....
Pass Custom Fields values dynamically from Amazon Connect to Salesforce
To pass Custom Fields values dynamically from Amazon Contact Center flow to Voice Call Object in Salesforce, Set contact attributes element can be used. Prefix sfdc-API Name of the field ....
Pass Custom Fields values from Amazon Contact Center flow to Voice Call Object in Salesforce
Set contact attributes can used to pass Custom Fields values from Amazon Contact Center flow to Voice Call Object in Salesforce. 1. Custom Field in Salesforce Voice Call object. 2. ....
“Download agent debug information” Salesforce Service Cloud Voice
Messages will be downloaded as a text file when "Download agent debug information" is used. 1. Click the Settings icon. 2. Click the "Download Agent Debug ....
Matching Contact record in Salesforce Voice Call using Channel-Object Linking
To automatically link a Voice Call record to a Contact record in Salesforce, we can make use of the Channel-Object Linking feature. 1. Go to Channel-Object Linking in Salesforce Setup. ....
Missed Call in Salesforce Service Cloud Voice
If the call is waiting on an agent, customer queue flow logic is used until an agent is available and the call has been successfully routed to that agent. If ....
Salesforce Service Cloud Voice Supported Languages
Please check the below for Languages Supported for Salesforce Service Cloud Voice.Chat message content Amazon Connect provides full Unicode support. You can chat with customers in any language of your choice. ....
How to prompt agents to link existing Contacts to the Voice Call in Salesforce Service Cloud Voice
Channel-Object Linking feature can be used to prompt agents to link existing Contacts to the Voice Call in Salesforce Service Cloud Voice. 1. Go to Channel-Object Linking in Setup. 2. ....
How to check available users to accept Phone Calls from Salesforce Omni Supervisor?
In Salesforce Omni Supervisor tab, Supervisors can filter the Channel by Phone to check available users to accept Voice Calls. 1. Open Omni Supervisor tab. 2. Select Phone under Channels ....