When you initiate an outbound call by using Click-to-Dial from a custom object, or a contact role on a Case or Opportunity, the resulting VoiceCall record now automatically establishes a lookup relationship to the source record. This change removes the need for manual linking and reduces the need for customization with Flows or Apex triggers. Previously, this automatic linking was available only for Account, Case, Contact, Lead, Opportunity, CollectionPlan, and ContactRequest records.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. Available in Salesforce orgs with these telephony models.
- Service Cloud Voice with Amazon Connect
- Service Cloud Voice with Partner Telephony from Amazon Connect
- Service Cloud Voice with Partner Telephony
Service Cloud Voice is available in Agentforce Sales (formerly Sales Cloud), Agentforce Service (formerly Service Cloud), and Government Cloud with the Service Cloud Voice add-on license. It’s also available in Agentforce for Industries built from Sales or Service. View supported editions.