20.1. Service Cloud Voice Introduction

Service Cloud Voice is a feature for the Service Console that offers some of the following capabilities:

• Integrates telephony and shows calls, all on the Service Cloud platform

• Gives agents and supervisors real-time Omni-Channel visibility from the console

• Keeps agents focused within one console interface

For a complete guide on the administration of Service Cloud Voice please follow this link: Service Cloud Voice: Guide for Admins (June 2021)

If you are an administrator and want to make changes to the call flow/routing policy, please come back to this guide and refer the chapter on Policy Builder Overview and the chapter on Policy Builder Apps for details on the apps within the routing policy and how to use them.

For a list of all the fields on the Voice Call object and their definitions, please see this Salesforce guide.

If you are unfamiliar with Service Cloud Voice then there are Trailheads that Salesforce offers to help you with their product:

• Service Cloud Voice | Salesforce Trailhead

• Service Cloud Voice Setup: Quick Look | Salesforce Trailhead

• Service Cloud Basics | Salesforce Trailhead

• Service Cloud Efficiency | Salesforce Trailhead

• Service Cloud Specialist | Salesforce Trailhead

• Service Cloud Agent Experience | Salesforce Trailhead

• Omni-Channel for Lightning Experience | Salesforce Trailhead

  
  
  

Please be aware that agents cannot be Service Cloud Voice users and Freedom users at the same time. Also, the Service Cloud Voice interface does not have the identical feature set as the Freedom CTI. If you require further information and want to investigate whether Service Cloud Voice is right for you, please reach out to your success manager.

Can I use both Freedom and SCV in conjunction?

No, the two operate on different Salesforce APIs and are not compatible, calls are all managed via the Omni-Channel UI on Service Cloud Voice.

Can I blend my work channels with SCV?

Yes, you can configure Omni-Channel presence statuses that can mark agents available for both voice call and non-voice call items such as cases, and with the Respect Agent Capacity you can choose whether you want your agents to be interrupted by voice calls when handling non-voice call items.

What languages does the dynamic transcription support?

You choose from the following languages and dialects for dynamic transcription, see here

Is there Whisper Text or Call popping available?

As calls are represented as Omni-Channel work items, the information agents see is stored within the confines of that work item, but it is possible to load extra data into Voice Call object and pull it through to the work item allowing for critical info to reach your agents before taking calls, see here.

How do voice calls fit in with call reporting?

Whilst the Salesforce Voice Call records are separate entities from the Natterbox Call Reporting objects, it is possible to associate them together allowing for simpler reports that pull in the required data from both for a single report, see here.

Does SCV support on demand recording?

No, this is a Salesforce limitation, please see Salesforce documentation for more information.

Why do my transferred calls appears as being an inbound call?

Currently if a transfer is made the Voice Call object will be tagged as being an ‘inbound call’ rather than a ‘transfer call’. This is a limitation as transcription does not become generated when the call type is set to ‘transfer’.

How can I have tasks created for voice call records and related to a record (contact, lead etc)?

Currently