You have successfully completed all the necessary setup tasks, and Salesforce Voice with Telpehony Providers (formerly Service Cloud Voice) is now operational. While it is not mandatory, you have the option to customize Salesforce Voice further, unlocking advanced capabilities that can significantly enhance the overall experience for your customers, reps, and supervisors.
Required Editions
| View supported editions. |
Customization Options by Telephony Model
After you have set up the basic version of Salesforce Voice and configured the contact center, consider these optional customizations. The list of customizations varies based on your telephony model. Because Salesforce Voice with Partner Telephony depends on partner integrations, feature support varies based on telephony partner implementation.
Tip If you
haven’t set up Salesforce Voice or
configured basic setup for
your contact center, start there first, then return here to discover
capabilities.
Customize Your Contact Center
| Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony |
|---|---|---|---|
| Voice Call Recordings | Yes | Yes | Yes |
| Set Up Org-Wide Sharing for Voice Calls | Yes | Yes | Yes |
| Configure Call Transcription | Yes | Yes | Yes |
| Disaster Recovery for Salesforce Voice | Yes | Yes | Yes |
| Configure Single Sign-On (SSO) with Your Own Identity Provider | Yes | Yes | Yes |
| Enable the Option to Request a Callback or Configure Callbacks for Omni-Channel Unified Routing | Yes | Yes | Yes (Ask partner for instructions) |
| Enable Voice Call Transfers Using Omni-Channel Flows and Amazon Connect | Yes | Yes | Yes (Ask partner for instructions) |
| Add Messaging to a Partner Telephony Contact Center | Yes | Yes | Yes |
Customize Amazon Connect for Voice
| Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony |
|---|---|---|---|
| Enhance Salesforce Voice with Amazon Connect | Yes | Yes | No |
| Customize Call Journeys with Amazon Connect Flows | Yes | Yes | No |
| Configuring Single Sign-On (SSO) with Amazon Connect | Yes | Yes | No |
| Salesforce Voice Additional AWS Services Add-on License | Yes | Yes | No |
| Increase Amazon Service Quotas | Yes | Yes | No |
| Salesforce Contact Center with Amazon Connect | No | Yes | No |
Customize Partner Telephony for Voice
| Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony |
|---|---|---|---|
| Configure Single Sign-On (SSO) with Salesforce as the Identity Provider | No | No | Yes |
Customize Call Routing
| Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony |
|---|---|---|---|
| Route Calls to Queues | Yes | Yes | Yes |
| Route Calls with Omni-Channel Flows | Yes | Yes | Yes |
| Route Calls Directly to and from Reps | Yes | Yes | No |
| Route Calls with Omni-Channel Unified Routing | Yes | Yes | Yes |
Customize the Service Rep Experience
Customize the Supervisor Experience
| Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony |
|---|---|---|---|
| Enable Command Center for Service | Yes | Yes | Yes |
| Enable the Default Actions on Command Center for Service Tabs | Yes | Yes | Yes |
| Show the Default Actions on Command Center for Service Tabs | Yes | Yes | Yes |
| Set Up Custom Actions on Command Center for Service Tabs | Yes | Yes | Yes |
| Change What Supervisors See in Command Center for Service | Yes | Yes | Yes |
| Show All Offline Reps in Command Center for Service | Yes | Yes | Yes |
| Create Custom Tabs for Command Center for Service | Yes | Yes | Yes |
| Add Command Center for Service to the Service Console | Yes | Yes | Yes |
| Enable Listen In for Supervisors | Yes | Yes | Yes |
Automate Your Contact Center with Artificial Intelligence
| Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony |
|---|---|---|---|
| Sentiment Journey for Call Conversations | Yes | Yes | Yes |
| Set Up Conversation Intelligence | Yes | Yes | Yes |
| Set Up Work Summaries for Enhanced Messaging and Set Up Work Summaries for Voice Calls | Yes | Yes | Yes |
Discover Cross-Cloud Outbound Capabilities
| Customization Task | Salesforce Voice with Amazon Connect | Salesforce Voice with Partner Telephony from Amazon Connect | Salesforce Voice with Partner Telephony |
|---|---|---|---|
| Route Calls Directly to and from Reps | Yes | Yes | No |
| Customize Call Controls and Voice Extensions | Yes | Yes | Yes |
| Reach Your Customers Using High-Volume Outbound Calls | Yes | Yes | No |
| Integrate Salesforce Voice with Sales Engagement | Yes | Yes | Yes |
| Customize Automatic Task Creation | Yes | Yes | Yes |