Assign users access to Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) features and add users to the contact center. Then, map the user accounts between the contact center and your telephony provider.
Required Editions
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- Assign Contact Center Permission Sets for Salesforce Voice
Use permission sets to control access to your Salesforce Voice with Telephony Providers (formerly Service Cloud Voice) contact center. - Add and Remove Contact Center Users
After you create a contact center, you can add more users to it or remove users who no longer need access. - Create Or Update Contact Center Users in Bulk
Use Salesforce Bulk APIs to add contact center users in bulk. You can use this bulk operation if you want to add or update more than 100 users at a time. - Create Contact Center Queues in Bulk
Use the Salesforce Bulk API 2.0 to create contact center queues in bulk. This method streamlines the process of managing large numbers of queues for your contact center. - Create Contact Center Groups in Bulk
Use the Salesforce Bulk API 2.0 to create contact center groups in bulk. The bulk operation helps to efficiently manage large contact centers. - Use Customized Usernames for Contact Centers
A contact center can have only one username format at a time, and you can choose a customized username format for your contact center users. - Map Your Existing Salesforce Users to Telephony Provider Users
To display service rep (agent) availability information for transferred calls and route calls to contact center reps, map Salesforce users to telephony provider users. - Assign Delegated Contact Center Admins
Assign a contact center admin to manage contact center users, without granting them full contact center admin privileges. A delegated contact center admin can add and remove users from a contact center, but can't change other contact center settings.