---
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id: afcbc79fdea261fd396d9f2a2e153e3dee061123eee2c73559d9ce50a40e5fc5
title: Integrate Salesforce Voice with Sales Engagement
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_high_velocity_sales.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_high_velocity_sales.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 1705aa69298979f2a148bc51e14931669c50a2a1a080bb64b9881ae59f153853
description: Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Integrate Salesforce Voice with Sales Engagement

Maximize your sales reps’ productivity by combining Sales Engagement and Salesforce Voice with Telephony Providers (formerly Service Cloud Voice). Users with permission sets for both Salesforce Voice and Sales Engagement can take advantage of Voice features while working prospects through their cadences.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Einstein Conversation Insights for Service is available for an extra cost in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

Sales reps can click-to-dial records that come from a cadence, My List, and their Work Queue, so they can quickly make outbound calls in Voice using the Omni-Channel utility. When a rep wraps up a call, two things happen:

- The call step in the cadence is automatically marked as complete, so the cadence advances to the next step.
- A task is automatically created for the voice call record so it’s easier for the rep to follow up with prospects. The task is created when the rep closes the call record or, if After Conversation Work (ACW) is in use, when the ACW period ends. Unlike a call logged manually, the `ActionCadenceStepTrackerId` field isn’t automatically populated on the resulting task. This field can’t be written to by API or automation tools and can only be referenced if a rep manually creates a task.

Here’s how to give sales reps access to Salesforce Voice features.

1. Set up both Sales Engagement and Salesforce Voice.
2. Create cadences that include calls.
3. Create picklist values for the Call Resolution field on the Voice Call object that match the Call Result values configured in the Sales Engagement settings.
    1. From Setup, in the Quick Find box, enter Sales Engagement, then select **Sales Engagement**.
    2. Edit the Define Call Results for Branching section and enable the feature.
    3. Take note of the call result values listed next to the related call result categories.
    4. From Setup, in the Object Manager, select **Voice Call**.
    5. Click **Fields and Relationships**, click **Call Resolution**.
    6. Edit the Call Resolution field’s picklist values to match the Sales Engagement call result values.
    7. Save your changes.
4. Remove the Dialer softphone utility from the Sales console footer, and replace it with the Omni-Channel utility so reps can make and receive calls.
5. Assign permission sets to the sales reps who need access to Voice features:
    
    - Salesforce Voice permission sets: Salesforce Voice Contact Center Rep OR Salesforce Voice Contact Center Admin
    - Sales Engagement permission sets: Sales Engagement Cadence Creator OR Sales Engagement User

Users with a Sales Engagement permission set have access to the Sales Engagement app, the Work Queue, My List, and other Sales Engagement features, and can work prospects assigned to them through cadence steps such as calls and emails.

#### See Also

- [Use Salesforce Voice Across Sales and Service](https://help.salesforce.com/s/articleView?id=service.voice_sales_service.htm&release=264.0.0&type=5 "Use Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features in both your service and sales operations. Assign each sales rep a direct inward dialing (DID) phone number for inbound and outbound calls by using Salesforce Voice. Einstein Conversation Insights can be used in both service and sales contexts to give supervisors valuable call trend data. In addition, sales reps with access to both Sales Engagement and Salesforce Voice can click-to-dial records that come from a cadence, My List, and their Work Queue so they can quickly make outbound calls in Voice.")
- [Choose Your Voice Telephony Model](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&release=264.0.0&type=5 "Voice comes in multiple flavors that vary based on telephony provider, setup process, and other characteristics. Compare them to decide which is the best option for your business.")