Set up and configure the Call Coaching feature for your sales org conversationally. With Call Coaching, your sales teams can track key competencies to standardize coaching. After you’ve set everything up, AI call coaching does all the scoring for your video call recordings. Instead of configuring measures manually, admins can enable Call Coaching and create coaching competencies conversationally to ensure they are thorough and meet best practices.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Agentforce for Sales |
Scenario
A sales manager at your institution wants to create and track different competencies for sales teams. To accomplish that without navigating setup steps manually, the manager (with Salesforce admin access) can use a skill that sets up Call Coaching conversationally and headlessly. The coding agent evaluates org settings, turns on Call Coaching, and helps configure and activate coaching competencies with manager approval.
Requirements
- Agentforce for Sales and Momentum. The agent checks for Agentforce for Sales and lets you know if your org doesn’t have it. It also checks whether Momentum or Einstein Conversation Insights is enabled, and suggests that users enable it to use Call Coaching. It does not enable these features automatically, deferring to the user on enabling the features.
- Claude Code connected to the Headless 360 MCP Server (Beta) with access to Education Cloud setup skills. For Agentforce Vibes, no installation is required. Agentforce Vibes installs, enables, and updates AI Skills automatically. You can manage them from the Skills page, under Toolkit, in Agentforce Vibes. For Claude Code, install the Salesforce Development plugin, which provides Salesforce-specific skills and org context through hosted Model Context Protocol (MCP) servers.
Suggested Technology and Experience
Recommended for Salesforce admins who are comfortable with Setup and with running a coding agent against a connected org. No prior experience with a specific skill is required.
Related Documentation
Agentic Tips
- Describe your goal in your own words. For example:
- "Set up Call Coaching for our new sales reps."
- "I want to track things like objections and closing effectiveness for my sales teams."
- Have the agent explain before it acts. The agent describes what each feature does and lists a domain's sub-features. You decide which to include before anything changes.
- Approve each change. The agent pauses for your confirmation before configuring a feature. Read operations require no approval, but setup and configuration do.
Design Considerations
- You can always manually configure competencies, or make changes at a later time. The agent configures automated features and lists any manual follow-up tasks in the summary.
- The agent configures native Call Coaching features. It doesn't create custom objects or fields, deploy packages, or migrate data.
Set Up Call Coaching with a Coding Agent
Describe your company's priorities to a coding agent to configure and activate the right coaching competencies for your team.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Agentforce for Sales |
| User Permissions Needed | |
|---|---|
| To run setup skills through a coding agent: | Customize Application |
Before you start:
- Set up your org for the Salesforce Hosted MCP Servers,
including an External Client App with the
mcp_apiscope. - Activate the Headless 360 MCP Server (Beta).
- Connect your coding agents.
Then, configure Call Coaching.
- Tell the agent to set up Call Coaching.
- Review any steps or prerequisites the agent informs you that you need to take first.
- Confirm that you want to enable Call Coaching.
- Choose to either activate out-of-the-box competencies or create your own.
- Describe the skills and competencies that you want your sales reps evaluated on and iterate on the prompts with the agent until you are satisfied with the result.
- Confirm the activation of the coaching competencies.
Out-of-the-Box Coaching Competencies
The following coaching competencies are available out-of-the-box for your teams.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Agentforce for Sales |
| Coaching COmpetency | Description | Scoring details |
|---|---|---|
| Active Listening Skills | Evaluate the rep's active listening behaviors throughout the call. Look for reflective statements, paraphrasing of customer concerns, avoidance of interruptions, and follow-up questions that build on what the customer shared. | Score based on how fully the rep engaged with and incorporated the customer's input. |
| Relationship Building | Evaluate the rep's use of personalization, active listening, and empathy. Look for moments where the rep referenced prior conversations, showed genuine interest, or matched the customer's communication style. | Score based on warmth and authenticity. |
| Discovery Questioning | Evaluate the quality and depth of discovery questions asked by the rep. Look for open-ended questions that explore business challenges, budget, timeline, and decision-making process. | Score based on how effectively the rep uncovered actionable insights. |
| Objection Handling | Evaluate how the rep responded to objections. Look for acknowledgment of the concern, clarifying questions, reframing responses, and evidence-based answers. | Score based on how effectively the rep turned objections into opportunities. |
| Value Proposition Focus | Evaluate whether the rep tailored the product or service presentation to the customer's stated needs. Look for clear benefit articulation, use of relevant examples, and avoidance of irrelevant features. | Score based on relevance and clarity of the value proposition. |
| Closing Urgency | Evaluate whether the rep attempted to close or set a concrete next step. Look for trial closes, direct asks, and clear articulation of urgency and the next milestone. | Score based on the quality and assertiveness of closing attempts. |